ITIL role in Advanced Work Assignment, Agent Chat, Walk Up Experience

[jMarshal]

I have been using ITSM fulfiller licenses tied to a custom role, to provide access to some of the ITSM suite but not all of the access that the ITIL role provides. I can use snc-incident-write embedded in this custom role to give access to the incident module only, etc.

...but it seems like when using the walk up experience or agent chat in workspace, parts of AWA require the ITIL role and I can't give out access which allows incoming walk ups or chats to go to available agents, unless they have the ITIL role.

I noticed that itil is embedded in sn_walkup.walkup_technician out of the box, for instance...and if I modify that role so that it is not, AWA seems to break.

Leaving ITIL embedded in that role gives those accepting walk-up assignments access to modules that they shouldn't have access to in UI16 (change management, for instance).

I'd prefer to leave the ITIL role itself OOTB as many of our users need that OOTB access...but if I can just know what parts of AWA require ITIL (business rules or something that check for the role?) then I'll just add "|| role = u-my-custom-role" where appropriate.

[Rohit Kaintura]

Did you try removing itil role from contain roles related list in walkup and awa roles and adding your custom role?

[jMarshal · Accepted solution]

Thank you very much for your reply, Rohit. I'm sorry I didn't follow up in the community sooner, this was solved by HI:

-For an agent in the agent workspace, in order to utilize the Advanced Work Assignment, these roles are required; awa_agent; workspace_user; interaction_agent;

-An agent can accept a work item with those roles and have a conversation with the end-user.

-By default, only users with the itil role can have tasks assigned to them.

-ITIL may not be mandatory to use the basic functionalities of the AWA and it's tough to say the business rules/ACLs that make use of ITIL.

I added those roles and removed ITIL and it worked as required for now, but I have not done robust UAT to know if removing ITIL has had any other negative affects with the basic functions of AWA (as warned in the final point from the support agent who helped me).