Agent assist button not visible for ITIL usersIssue For older customer we may come across Agent assist button missing on table(eg. incident) for ITIL role users.CauseFor older instances, ITIL role (with sys_id '690db8b19c320100545615f9683c015f') was added to the instance under 'ITIL Services' Plugin.Later 'ITIL' role was brought in 'Service Management Basics' plugin with sys_id '282bf1fac6112285017366cb5f867469'. This sys_id is used on the 'Agent Assist' Required roles field. So, for older instances customer may have to add the 'itil' role sys_id to 'Agent Assist' Required roles field.ResolutionTo add the sys_id of role to Agent Assist action 1. Take an Export XML of Agent Assist actions in 'sys_declarative_action_assignment_list.do' 2. Open the XML in text editor 3. Find the 'required roles' entry Example: old sys_id of 'itil'role '690db8b19c320100545615f9683c015f' and new sys_id of 'itil' role '282bf1fac6112285017366cb5f867469' <required_roles>282bf1fac6112285017366cb5f867469,ca27b5e8532323008ef67c2c0fc5879c</required_roles>4. Add the old sys_id as below for all the 'Agent assist' records <required_roles>282bf1fac6112285017366cb5f867469,ca27b5e8532323008ef67c2c0fc5879c,690db8b19c320100545615f9683c015f</required_roles>5. Navigate to 'sys_declarative_action_assignment_list.do' and perform Import XML 6. Now the Agent assist actions will also have the 'itil' role defined in the instance and 'ITIL' users able to see the 'Agent Assist' button Note: In case button is not visible after import, clear the cache flush (/cache.do)