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

Swarnarghya
Tera Expert

‎04-11-2022 09:48 AM

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

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Ariel Yarbrough
Tera Contributor
In response to prajakta Thakar

‎07-15-2022 09:18 AM

Hopefully this KB helps for now we added this role in two groups that contain all our support folks. 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0787909

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NFGDom
Mega Sage

‎06-29-2022 08:31 AM

It looks like this issue is related to this KB0745020 article. It doesn't seem that there is a workaround or fix yet.

Dom

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