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

Ashutosh Munot1 · ‎03-21-2020

HI,

Indeed it is controls based on roles. Glad you found it.

Thanks,
Ashutosh

Olu13 · ‎12-15-2020

Hi Ashutosh,

Are you able to kindly provide the specific role I need to add to non-admin users?

I will appreciate it.

Ashutosh Munot1 · ‎12-16-2020

HI,

Workspace roles are needed.

Thanks,
Ashutosh

Olu13 · ‎12-16-2020

Thank you for the response.

I have added roles like workspace_user, workspace_admin, agent_workspace_user but still unable to see the icon appear.

Roger Poore · ‎01-05-2021

Sorry that I didn't see your question until now. Did you figure it out? If not, look at the roles in the sys_declarative_action_assignment table. In my case, the required_roles field had a truncated sys_id for the itil role. I believe that was the issue.