The template_editor_global is required to show global templates on the Agent Workspace.
This is a mandatory role to view global templates on the workspace. We cannot bypass this functionality.
However, templates that are associated with a specific group can be viewed on the workspace without the template_editor_global role.
Please watch the video below:
-
Let's take 2 users
- fred.luddy who is a member of Software group and has the roles - template_editor_group & template_read_global
- beth.anglin who is a member of the Hardware group and also has the same role as above. (screenshot1)
-
Create 3 templates as shown below (screenshot2). Make sure that one of the template is set to global=true, one of the template is set for the Groups=hardware, and for the other set the Groups=software.
-
Make sure that the templates which have a Groups value, is not set to global. This is done so that these templates are visible only to speocif group.
-
Now login as fred.luddy, and navigate to workspace. Now open any active interaction record.
-
From the contextual side bar select templates.
-
fred.luddy will be able to see Interaction Template 1 as the user is a member of the Software group.
-
Similarly, beth.anglin sees the template Interaction Template 2 as the user is a member of Hardware group.
Now in the above secnario, none of users will be able to see the template 'Global Template for Global Chat'.
The reason being this is a global template.
1 Comment
