Response Templates on Agent Chat are not visible to Agents

[YenGar]

Hi all, 

We are starting to use Agent Workspace with Agent Chat and trying to use Response templates from the quick actions. I'm running into an issue where the response templates are visible to admins but not the agents. The agents have the role to view the template snippets and from what I understand, that is all that is needed. I've attached some screen shots below. 

Admin view

Agent view

Have any of you have any experience with this? What causes this issue and what is the best way to handle it? Not sure what is going on. 

Any help/ suggestions are appreciated!

Thank you, 

Yen

[Maik Skoddow]

Is there any news here?

If I could help you, please mark my answer as correct or helpful.

If not, please let me know what you are still missing.

Thanks
Maik

[YenGar · Accepted solution]

Hi Maik, 

I got a response from the HI. This is a problem they have that is fixed in the Paris release. They did provide a a possible work around for it in this KB - https://hi.service-now.com/kb_view.do?sys_kb_id=e3a045d0dbd59c501cd8a345ca9619e5. 

It does require to create a new ACL though because the scripts are read only. It requires to update line 9 from the quick action script for response templates. Or one can upgrade to the Paris release instead of changing the script. 

Thank you, 

Yeny

[Rajive]

Thank you Maik, Much appreciate you help , you are a legend 🙂 

[Chris D]

Response templates were working fine with us when we started and added a whole bunch in Orlando - and those that worked still work no problem in Quebec - but now we're noticing as we add a few new ones, the new ones aren't appearing. I just validated in our nonprod instance with three different conditions, just in case one of the conditions wasn't working for some reason:

• One with a condition Type = Chat and Group Visibility = [group]
• One with a condition Type = Chat (no Group Visibility)
• One with no condition and no Group Visibility

None of them appeared for myself (awa_admin - not regular admin) as well as another agent (awa_agent), even though we can see all the previously existing templates. So it's not an issue with the conditions or group visibility - and I actually did an Insert and Stay on an existing, working one, so there's nothing different, besides of course the name, short name, and text.