What are the roles required for access the agent workspace? and how to access it? with roles ?

[Feroz1]

Hi team,

Need to know by which role agent workspace can access and configure with out 'itil' and 'admin' roles using.

Can any one help me on this? 

[Cat Michalak]

Hi all, @Maik Skoddow , @Gaurav Shirsat , what else could be blocking access to the agent workspace (HR Agent workspace in my case)?

User has workspace_user and agent_workspace_user roles and still cannot access workspace. Gets error 403: You do not have permissions to access this page.

Granting sn_hr_core.basic role seems to be the only resolution but this allows access to cases whereas I only want to allow access to knowledge articles via workspace. TIA.

[Maik Skoddow]

Hi @Cat Michalak 

The HR Agent Workspace is a prebuilt solution for agents to work with cases and interactions. Restricting it to only read knowledge articles makes no sense and is not possible.

Have you ever considered leveraging the knowledge portal instead?

See https://docs.servicenow.com/bundle/utah-servicenow-platform/page/product/knowledge-management/concep... 

[Cat Michalak]

Hi @Maik Skoddow thank you for your quick reply and apologies for not being clear enough.

We do extensively use our agent workspace for cases and interactions. However we have agents that only handle knowledge management and therefore don't have the sn_hr_core.basic role but rather sn_hr_core.kb_writer or some other knowledge related role. My finding is that without the sn_hr_core.basic role there's no access to the workspace which I found odd because I thought these workspace_user and agent_workspace_user would take care of the access to Agent workspace. Let me know if your response remains the same with this additional clarification. Thank you!

[Steven Watts2]

Hi @Cat Michalak 

Did you ever find an answer to the above? I'm in the process of setting up Agent Chat and have come across the same issue with Agent Workspace. We have IT users who will be using Agent Workspace and we don't want to give them any HR roles.

Thanks in advance.

Steven

[bandenawaz]

Provide awa_agent role