How to add template widget to tasks within Agent workspace?

Cole7 · ‎07-28-2022

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 · ‎08-01-2022

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:

Navigate to the [sys_declarative_action_assignment] list.
Search for an open the Templates record for the Global table:
Switch to the Advanced view.
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.

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Jason Nichols · ‎08-04-2022

Yes, it will give itil users access to the template in Agent Workspace. As I already noted, we are modifying the behavior to allow all users to see the template icon, irrespective of whether they have the capacity to create new records in this table or not (although they still need write access to see the template icon). Typically, templates are used for creating records, hence the Requires create access is active by default.