Virtual Agent setup Greeting appearing for System Administrator, but not for other users

[matthew_hughes]

On my personal developer instance, I've got the following setup topic as my welcome Greeting:

When I go onto the Service Portal as the System Administrator, the welcome message appears correctly as expected:

However, when I impersonate a user such as Abraham Lincoln, the following returns:

Does anyone know what else I need to configure so that all users see the greeting in the first screenshot that displays the number of issues?

[sadif_raja]

It seems like the issue might be related to the permissions or configuration specific to the impersonated user. Here are a few things you can check:

1. Roles and Permissions: Ensure that the impersonated user (e.g., Abraham Lincoln) has the correct roles or permissions to view the greeting. The System Administrator likely has access to everything, but other users may not have the necessary roles to see the data.

2. Widgets and Data Policies: If the greeting is pulling data dynamically (such as the number of issues), verify that the widgets or the data sources behind it are accessible by all users. You may need to configure the widget or script to allow access for roles other than admin.

3. User Criteria for Widgets: Check if there is any user criteria applied to the widget or data that’s displaying the message. Ensure that this criteria includes the users you're impersonating.

4. Cache and Sessions: Try clearing the cache or ending the impersonated user’s session and impersonating them again. Sometimes the greeting may not load correctly due to session data.

5. Business Rules and Client Scripts: If there are any scripts driving the logic behind displaying the greeting (business rules, client scripts, etc.), verify that these are designed to apply to all users, not just admins.

By addressing these areas, you should be able to resolve the issue and ensure that all users see the correct welcome message. Let me know if you need further assistance!

[matthew_hughes · Accepted solution]

I figured it out. It's because the impersonated user doesn't have any incidents they raised. The discussion will only appear if they have raised incidents