Hello smart people. I'm trying to configure ITSM Agent Workspace... specifically the "Agent Assist" feature represented by a Mortarboard (hat) icon.
The icon, and the Agent Assist panel, show up fine for me, a system administrator, but not for one of our agents. Questions:
1) Is this hat icon considered a "UI Action". If so, how would I find it so I can configure it?
2) What are the proper steps to take to diagnose an issue like this? Should I go right into Access Control debugging? Or should I be taking other steps first?
I'm pretty good at debugging Form related issues like this, but not so much "Workspace" type issues. I'm much more fuzzy on workspaces. Thanks!!
Hello,
Go to below link and find your agent assist on Incident table , open it and go to 'Conditions' tab and see if there is anything, if yes remove and add other condition if you want. Mark my answer as correct or hit like based on impact.
https://yourinstance/sys_declarative_action_assignment_list.do?sysparm_query=table%3Dinteraction&sysparm_first_row=1&sysparm_view=
Screenshot:
Hello,
Go to below link and find your agent assist on Incident table , open it and go to 'Conditions' tab and see if there is anything, if yes remove and add other condition if you want. Mark my answer as correct or hit like based on impact.
https://yourinstance/sys_declarative_action_assignment_list.do?sysparm_query=table%3Dinteraction&sysparm_first_row=1&sysparm_view=
Screenshot:
Yes, that helped. Thank you. You need to be on the Advanced view to see the Conditions tab. Ugh. And I had some weird role values in the Required Roles field. Not sure where those came from...
