Templates not working in Agent Workspace

[Dave_H]

I have been tasked with setting up Agent Workspace for our service desk. I'm looking at all the elements they use and evaluating them for use in AW. One of those is templates. Seems straight forward however I'm running into an issue where applying the template will only update one field at a time.

For example, I created basic template I'm running on the Incident table that when applied, should update three fields (1x choice list, 2x dropdowns). When I apply the template field in AW, it will update the first field. The message says it updated all three fields however only the first has changed. When I click it again, the second field updates. When I click again, the third field updates.

Anyone have any idea what might be causing this? I have tried disabling all the UI Policies on that table but it made no difference.

[Dave_H]

I haven't had a response here so decided to do some digging to see if this happens in a new developer instance to rule our a problem in our environment. I found the exact behaviour occurred in a fresh Dev build (New York).

I'm yet to test further but I think the issue may only occur on fields which are conditional on another field value. For instance, subcategory is dependent on category so if I try to change both, only category will change and subcategory doesn't.

In a way its not great news because it effectively prevents our service desk from using a function they rely on when moving to Agent Workspace. It makes it a hard sell.

[Sandhya Bellann · Accepted solution]

This is a reported as Problem. Please refer https://hi.service-now.com/kb_view.do?sysparm_article=KB0793409 for workaround 

[Dave_H]

Thank you!

[Community Alums]

Hi @Sandhya Bellann ,

We are facing the same issue in our client instance where templates are not able to set the dependent field values.

I have tried to access the link which you have shared but unfortunately I am getting this error "Your role does not grant you access to this article. Please use Search to find related content."

Can you please share the updated link or paste the workaround here?

Thank you!