No active recommendations - Service Operations Workspace

[Danelle Lee]

Hi all,

I am having trouble with the Recommendations in SOW. I have opened an incident of which some people can't see 'active recommendations' but others can.

I have checked roles and have analyzed permissions, all users have the sow_user, sow_home and sow_list assigned. I cannot see any difference between the users that can and cannot see recommendations. Just wondering if anyone had any suggestions?

Note: They can be viewed as 'admin' though, but I do not want to give agents admin access.

Thanks.

[Tanushree Maiti]

Hi @Danelle Lee 

Check if any role based customization is in place or not : Conditionally Customize the Recommendations Tab in Service Operations Workspace

If not,

1. Repair the Plugin: Navigate to System Applications > All, search for Service Operations Workspace, and select Repair.

2. Ensure affected users have the necessary sn_sow.user or related incident management roles.

 Refer KB: KB2306480 The Recommended Action Icon is Missing in Service Operations Workspace for non-admin users... 

3.  If the tab is present but empty, verify that the Predictive Intelligence solution definition is trained and the incident meets criteria (like Short Description etc)

4. Verify the sys_ux_screen table for the Recommendations component

[Danelle Lee]

Thank you, but I have done all of the above. I've just gone through all the roles/premissions line by line and found this one grants access to the Recommended action (sn_nb_action.next_best_action_user). Seems to have fixed the issue but testing it more at the moment