Incident Templates in Agent Workspace

[Community Alums]

Greetings,

We've just enabled Agent Workspace for our Service Desk, and currently members of the team cannot see any incident templates in the templates area.  As an admin, I can see them just fine.  We've patched up past the known issue that I've seen referenced.  Doesn't matter if the templates are set to a user, group, or global, they simply cannot see any to choose.

I can't find anything on this that pertains to incident that doesn't reference the known issue that was patched.  Feels like it's role-based, had my admin rights removed and I ended up with the same issue.  

These folks do have the template_editor, itil, workspace_agent, and awa_agent roles, among others.  Any thoughts on what I'm missing here?  Our T1 team utilized templates pretty heavily, we're not going to get the full benefit of Agent Workspace until I can get these available.

Thanks,

Jason

[Dennis15]

Jason,

I am seeing the same thing on Madrid Patch 7.

I have not had bandwidth to do a deep dive, but did observe that if one has the template_editor_global role, templates will be accessible via Agent Workspace.

Checking Access Controls for the table where templates are stored, there was an entry for read rights that involved this role.  I temporarily disabled this Access Control, but it did not suddenly restrict a test user to which I had granted the template_editor_global role.  So with this, I suspect the bottleneck you have described lies elsewhere.

[Community Alums]

I can confirm that adding that role makes them accessible in our instance as well, thank you very much for that.  Now, to dig in further, now to find out why this is required, as my gut feeling is that it shouldn't be.

[Community Alums]

Ok, now I've found a different issue.  We have three levels of categorization on our incidents, category, subcategory, and tertiary.  We have incident templates that set all three values.  These work just fine in the traditional interface, however, applying the same template in an Incident in Agent Workspace will only set the category the first time you apply it.  The other two fields show loading for a moment then to back to -none-.  Applying it a second time will add the subcategory, and a third will get the tertiary.

The dependencies are all set correctly, these work fine on the normal form.  The templates are applying them in top down order.  It appears that it's just not getting time to pull the available list of dependent values, and clearing that when it fails.  Turning on debugging doesn't seem to get me any data for Workspace, so I'm having trouble figuring out where to go for here?

Any thoughts?

[Dennis15]

Jason,

Interesting catch here.  I can confirm the same behavior you've described with my instances.

I created a template for the Incident table, which should simply set the Category and Subcategory only.  

As you described, when applied, the Category will populate.  The Subcategory field flashes from the field being blank to then display:  --None--.

I found that if you adjust the Subcategory field to not be dependent on the Category field, applying this template will populate both Category and Subcategory.  However, doing this would open up the possibility of creating records with choosing a Subcategory that does not go with the selected Category, so certainly not a fix or even workaround to do this.

I spoke with HI Support a bit ago, and the engineer relayed that there are a lot of things known to be not working with Templates and Agent Workspace.  They have a goal of fixing everything with the Orlando release.  Disappointing to learn this, but at least we know these hiccups are acknowledged.