Templates not showing up in agent workspace after San Diego Upgrade for ITIL users

[Swarnarghya]

I created a template on incident table with Global Field checked in. The template is working in native view but it is not working in Agent workspace view. The template name is not coming there. I created the template in a domain separated environment. I created the template in the same domain.

Its not working for ITIL users

[amanseth31]

Were you able to get the solution on this ?

[Swarnarghya]

No Aman. Its really strange. Whilst in Rome, ITIL users could easily select the global templates in agent workspace but after the SD upgrade, they are not able to see in agent workspace.

[Ariel Yarbrough]

We had an issue when testing San Diego. Templates that we could see in Rome were no longer visible to most of our support teams.

We found in San Diego users must have access to EDIT templates to use them. This seems like a clear bug, as well as we do not wish to grant broad access to edit templates just so users can use them.

We're still proceeding with the upgrade and will be temporarily granting users access to edit templates so that they are not impacted, but we're expecting this bug to be followed up and a fix provided so we can revert permissions to only what users require access to.

Had the workaround not been available, this would have been a cause to halt the upgrade.

[prajakta Thakar]

Hi Ariel,

We have done the upgrade and noticed the issue post upgrade, what are the steps that you have taken to resolve this?