Agent Assist not showing for non-admins

Roger Poore · ‎03-21-2020

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 · ‎03-21-2020

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.

View solution in original post

Roger Poore · ‎03-21-2020

Ah, I think I found it. There's a Required Roles field and on our PoC, it does not have the itil role, whereas my PDI does.

Olu13 · ‎12-15-2020

Can you please share the role name? I am trying to get non-admin users to have the agent assist function displayed in their agent workspace

GeoffreyOptumOp · ‎04-06-2022

@Roger Poore Could you possibly post a screenshot of the Access Control (?) that you found and disabled?

OR, could you possibly explain how you located that record?

Others are having similar issues. Thanks.

Roger Poore · ‎04-06-2022

@GeoffreyOptumOptumCare

In the app navigator, go to sys_declarative_action_assignment.list. Add the Required Roles field to your list view.

In my case, there was a truncated sys_id in the required roles. You will have to use the script I provided to update the field. At least, at the time of this issue, it wasn't possible to update in form/list view.

HTH