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.

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VShine · ‎05-14-2021

@Roger Poore thank you so much!

Roger Poore · ‎05-15-2021

You are welcome. I hope it solved the issue you were having.