Requester Information Tab in Service Operations Workspace Missing

[terrieb]

Since we upgraded to Xanadu, the Service Desk team no longer has the ability to see/use the Requester Information tab on this ISM section in the SOW.

They used to have the little "person" icon from the list of options in the right pane, which when they clicked on it, it displayed requestor information, mainly "recent interactions".  This was a vital tool to prevent duplicated records either in ISM or Incidents.

Now when they open the form, that option is no longer there, with the top one being Agent Assist 

We have not customized this Workspace at all, been using it out of the box since Agent Workspace was no longer supported, but this is the first time that icon has "disappeared"

I casually reviewed the UI Builder for this per SN documentation, but I can't access that right pane to modify (locked down).

Any suggestions/resolutions?

The Service Desk team relies on this option...

Thanks

[Chelsea Moore]

Was anyone able to solve for this? We are experiencing the same issue. Our Service Desk Agents really liked being able to view the Caller's recent tasks and interactions on this tab.

[Darren Lau]

Yes, from the All navigator menu go to Service Operations Workspace -> Configurations -> Initial Setup -> Contextual Side Panel.  Then check Requester information from the list and click Activate.  This will only bring it back for a new interaction record however.  On a saved interaction, it's not appearing.

[Chelsea Moore]

Thanks Darren! I did see that it had been deactivated and had reactivated but I was checking saved interaction records for testing. Good to know it does work for new ones at least.