Agent Assist not showing for non-admins

[Roger Poore]

We're toying with Agent Workspace on our PoC instance and can't get Agent Assist to show for users who aren't admins but have it itil role.  I've set it up on my personal dev instance and it works fine for non-admins who have the itil role.  

The non-admins can access Agent Workspace fine.  Agent Assist just doesn't show for them.  I don't see any type of acl that controls who can view it.   Thoughts on where to look?

Thanks
 -Roger

[Roger Poore · Accepted solution]

If anyone else has this problem, I had to set the roles with a script.  That first sys_id (before the itil role) must be some artifact from ServiceNow.  

var gr = new GlideRecord('sys_declarative_action_assignment');
gr.get('__agent_assist_sys_id__');
gr.required_roles = "260c203a870033000e56d61e36cb0bbc,__itil_role_sys_id__";
gr.update();

That did resolve the problem.  Thanks me.

[Brandon R1]

This is awesome! I've been racking my brain for the last two days and especially today trying to figure out this exact same issue. Argh!! 

I found where to change it but it appears to require elevated privs to change it as everything is greyed out except "Active."

Can a Fix Script using your script make this change, or only the actual System Admin account can make this change??

Thanks,

Brandon

[Brandon R1]

It works now!!  I realized I had the wrong sys_id for "itil" in the script. So now it shows for non-admin users.

I did have to create the sn_incident_read & sn_incident_write roles as they didn't exist before I installed AW/AWA in our Orlando instance, which is that sys_id in the Required Roles with no name; now it does. Looks like it comes with new Orlando installations as I found it in my Orlando PDI.

The form is still read-only for some reason which is a separate issue I need to tackle. So far, I haven't found an ACL or client script that could be causing it but I'm still investigating.

Thanks again for that script and your assistance!

[VShine]

@Roger Poore I am having same issue. Where do I need to add this script? I am Admin but don't have "maint" role.

[Roger Poore]

@vikrami --  You need to run that script in the platform background script editor.  Or create a fix script for it and run it.

Does that help?

 -Roger