Live Assistance button does not appear in the activities drop down menu

Document ID:  TEC1765891
Last Modified Date:  06/15/2017
{{active ? 'Hide' : 'Show'}} Technical Document Details

Products

  • CA Service Desk Manager

Releases

  • CA Service Desk Manager:Release:14.1

Components

  • UNICENTER SERVICE DESK RXX:USRD
Issue:

Live Assistance option is not available in the Activities drop down menu for a specif role of analysts.
The environment is tenant configured

liveassistancegone.PNG

Cause:

The role was configured to be used for a specific tenant, the options tenant access and tenant write access was set to public only, in case an analyst that belongs to a different tenant attempts to use this role , the live assistant option will not be displayed.

analystrole.PNG

Resolution:

Use an analyst that belong to the same tenant or modify the tenant access to the option all tenants, so analysts from other tenants can use the application without restriction.

Additional Information:

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