Support Automation Not Working For Employee/Customer users "Sorry, not possible to launch support automation client (USER NOT LICENSED)"

Document ID : KB000045512
Last Modified Date : 14/02/2018
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Issue:

When a user who is using an "Employee" or "Customer" based Access Type tries to launch Support Automation from the "Live Chat" option an error is received:

"Sorry, not possible to launch support automation client (USER NOT LICENSED)"

 

Cause:

This problem may be caused because the Role that a user is logged in with has an "SA Access Level" of "Analyst" associated to it. Typically an "Employee" or "Customer" based user will not have the "Licensed?" setting checked within the Access Type associated to this user. The "Licensed?" setting grants a user the ability to view items in Service Desk Manager associated to other contact records other than their own. A user is is using an "SA Access Level" of "Analyst" must be a licensed user.

 

Resolution: 

The Role for the user should be adjusted so that the "SA Access Level" is set to "End User" or an equivalent SA Access Level.