Using Templates in Agent Workspace

[TStark]

As an admin I have access to templates (via the template/document icon in Contextual Menu) within Agent Workspace for both Incidents and Tasks. However, all other users with the template roles only have access to templates for incidents. How do I give users access to templates in Agent Workspace for Tasks? See screenshots below. I've tried assigning the following roles with no luck.

Roles Given:
template_editor
template_scheduler
template_editor_group
template_editor_global
template_read_global

Screenshot of Incident from user with template roles

Screenshot of Task from user with template roles

Thanks,
AJ

[Maik Skoddow]

Hi AJ,

template are always bound to a certain table. In your instance you have templates for Incidents but not for Catalog Tasks. If you need templates for Catalog Tasks you will have to create them.

Please see the following page for more information: https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/administer/workspace/task/configu...  

Kind regards
Maik

If my answer replied your question please mark appropriate response as correct so that the question will appear as resolved for other users who may have a similar question in the future.

[TStark]

Actually we do have several templates setup for Catalog Tasks.

[Maik Skoddow]

Hi AJ,

thanks for the screenshot and the clarification. But the most interesting columns are missing. A user only can read templates if the user column points to him or the template is set to "global" = "true". 

Can you please check that?

Kind regards
Maik

[TStark]

I have both templates for Catalog Tasks that are set to "global" = "false" and "global" = "true". Prior to your response all templates had a user associated with it. I then created two templates for Catalog Tasks. Both without a user and one set to "global" = "false" and the other set to "global" = "true". The problem still exists.

Thanks,
AJ