How to add template widget to tasks within Agent workspace?

[Cole7]

We have a template widget on our incident tickets within agent workspace. I'm wondering how to get that same widget added to task tickets within agent workspace? Screenshot shows the template widget within an incident ticket, that widget is the one I'd like to show in tasks so we can add templates used for requests.

[Jason Nichols]

Hi Cole,

What record type are you viewing in Agent Workspace, where you expect to see the Template icon (what you mean by "task ticket")? In my San Diego instance I can see it for both sc_request and sc_tasks records.

[Cole7]

When I'm in the actual Task ticket with Agent workspace, there's not template Icon or widget on the right side like there is when I'm in an Incident ticket in Agent workspace. I've attached another screenshot so you can see what I mean within the Task.

[Jason Nichols · Accepted solution]

Hi Cole,

Thanks for the extra screenshot. The culprit is one checkbox in the global Templates record in the Declarative Action Assignment [sys_declarative_action_assignment] table. To enable the display and use of templates for service catalog tasks in a workspace:

1. Navigate to the  [sys_declarative_action_assignment] list.
2. Search for an open the Templates record for the Global table:
   
3. Switch to the Advanced view.
4. In the Conditions tab, de-select Requires create access.
   

By default, the itil role has write, but not create access to service catalog tasks. So by default, this condition will evaluate to false, preventing the Templates icon from displaying.

(Note: This setting applies to all tables the user has access to, apart from the Incident table, which has its own Templates entry.)

Hope this helps.

[Cole7]

Thank you, that did it. So this change basically allows itil users to see the template? Doesn't break or change anything in other places?