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Satyaki Bose1
ServiceNow Employee
ServiceNow Employee

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:

 

  1. 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)

      find_real_file.png

      find_real_file.png
  2. 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.

    find_real_file.png

  3. 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.

  4. Now login as fred.luddy, and navigate to workspace. Now open any active interaction record.

  5. From the contextual side bar select templates.

  6. fred.luddy will be able to see Interaction Template 1 as the user is a member of the Software group.

  7. 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.

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