Response Template Limitation in Agent Workspace for HR Case Management

[Rob Sestito]

Hello SN Comm Team,

I am looking to see if we can expand the number of Response Templates to show up when working in the Agent Workspace for HR Case Management. It looks like the limit is set to 10 somehow, and the client would like the limit to be unlimited. So that the HR Rep and check on the response templates and keep scrolling until they find the one they want.

I have tried doing some research and found couple of posts here that say to check on system property "com.glide.quickactions.maxresults.templates". (Is there a response template limit on Agent Workspace? ) And if it does not exist, create it as an integer and give it a value.

I have done this - but it did not work for me. My first thought was, am I creating this property in the wrong application. So I created it in the following and tested each time: Global, HR Core, HR Workspace, Agent Workspace for HR Case Management, Interaction Management - Service Operations Workspace, Workspace Core, and Workspace App Shell.

Nothing has worked for me - therefore, anyone know of something else that can be done for this?

If there is a limit being set already to show 10, I feel like I should be able to adjust that setting. Something has to be controlling this, right?? However I am unable to locate this if there is.

Any help with this would be great!

Thank you,

-Rob

[india]

Thanks @Rob Sestito  for your reply. I think then SN case is the only way left.

[Rob Sestito]

Hey @india - 

I too thought about that, however - if they see that we are trying to configure what is OOTB to something custom, they there is little they will do since they do not support things that are not OOTB.

That is why I have up to this point, kept myself from creating a SN HI Support Case. I don't want to waste their time or mine, with them just telling me they cannot do anything since we are trying to make it custom on how many response templates show up for the agents.

Would you agree?

For now however, I did create a Ask a Question case with SN HI Support.

Thank you!

-Rob

[india]

Dear Rob

I agree with you, but in recent times when I was working on SAFE BOARD there also they have the script include to show the no of teams, I created the SN Ticket and make them aware that why the hard coded parameter in script ? why not a system property ?

and they gave me a green signal to change the script include parameter.

But here the irony is even if we change the parameter from 10 to anything >> Response template search is breaking, even if we re-set the script to oob version nothing is coming
I see more errors, the good thing is that I did on PDI first.

I will pass my findings to my Superiors to make a final decision whether to go or not go for SN Ticket >> But I wish they go and raise.

Will share you the findings if they open the HI Ticket > if not then we will leave with 10 templates visible.

Thanks for your support and reponse 😊

[india]

So @Rob Sestito  answer is to change the limits from here
/cxs_table_config_list.do?

[Rob Sestito]

Hey @india -

Yes I will keep you posted on what they say!

And responding to your other comment here. I went to cxs_table_config_list.do - I changed each configuration for the Results per page from 10 - 3, and nothing has changed for me. I did it to both Agent Workspace for HR Case Management AND HR Workspace applications, just to see if it would work. And it is not - is the Results per page the correct field to change? I assumed yes, since the Limit field is for when the user does an actual search, while the Results per page are for the number of records shown each page.

If I am configuring wrong, please let me know. Also, could you share where you learned that we needed to go to cxs_table_config_list.do to adjust? I would love to read up on it.

Thank you so much - appreciate you help with this!

Cheers,

-Rob