How are work items created for interactions?

[phaug]

We recently upgraded our dev and sys instances from Tokyo to Utah and while running through tests we found that Work Items are no longer being created for Interactions through Agent Chat. I've looked all over the doc sites and communities, but cannot find any information on how work items are created for interactions/chats. We're seeing a problem where a customer is opening the chat window and the interaction is being created, but not appearing on the agent workspace event when an agent is set to available. 

[Danish Bhairag2]

Hi @phaug ,

Can you navigate to the available status in Presence States module form filter navigator & check whether the Service Channel is selected for available state please

Please mark my answer helpful & accepted if it helps you resolve your query.

Thanks,

Danish

[phaug]

Yes, I've checked Presense States and it is available.

[Danish Bhairag2]

Hi @phaug ,

Can you send me a screenshot of your chat settings please. From this table sys_cs_live_agent_setup.

Thanks,

Danish