Why Is the Recommended Action Icon Missing in the CSM Workspace?

Mohamed Elsayed
Tera Expert

‎08-09-2024 01:43 AM

Hi All,

 

We have requirements to use Decision trees with the recommended actions section to guide our SD team through the knowledge base and the potential fixes for the cases they work on.

 

We configured a decision tree, and installed the recommended actions plugin (sn_nb_action), inside the recommended actions we configured the context, rules, and recommendations. However, in the CSM workspace, there is no icon for the recommended action (the one that shown below)

 

We have a requirement to utilise decision trees along with the recommended actions section to guide our Service Desk (SD) team through the knowledge base and potential fixes for the cases they handle. We've already configured a decision tree and installed the recommended actions plugin (sn_nb_action). Within the recommended actions, we’ve set up context, rules, and recommendations. However, we’ve noticed that in the Customer Service Management (CSM) workspace, there is no icon for the recommended action. I was expecting to see something similar to the below icon.

MohamedElsayed_0-1723192062906.png

Any thought? 

 

Regards,

Mo

 

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3 REPLIES 3

devarshkhed
Tera Contributor

‎01-27-2025 05:00 AM

I am also facing the same issue.

If you have resolved this issue could you please provide me the solution

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flawed_81
Tera Guru
In response to devarshkhed

‎02-06-2025 08:43 AM

Which version are you on? We are on Washington and after installing the plugin v.26.0.2 I've noticed one of the changes is "fix_deactivate_oob_case_context", while my PDI is working fine on Xanadu on this version and showing the tab correctly. So it seems like we have to wait to upgrade to Xanadu to have it OOB

flawed_81_0-1738860186471.png

 

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Diogo Ramos
Giga Sage

‎04-22-2025 01:08 AM

If someone lands here like I did, to be able to show the icon, you need to go through the following KB1695717

Which basically says you need to modify the ux_screen_condition script to return true here : https://XXXXX.service-now.com/nav_to.do?uri=sys_ux_screen_condition.do?sys_id=d2e7c17943850210f81d92621ab8f2a1  

No entirely sure why this is disabled, but I can only assume that this will be updated at some point to be enabled by default, once Recommendations replace Agent assist.

Keep in mind this is a customization, so track it to see it if is updated on next upgrades. 


Good luck

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