AWA Presence state

[Nenad Berbatovi]

Hello,

I would like to know if there is any possibility to other person to change the presence state of an agent in AWA inbox? For example, the manager of an assignment group should be able to make agents available or not.

Best regards

[Danish Bhairag2]

Hi @Nenad Berbatovi ,

Yes it is possible to make some 1 else available or Offline but not from Inbox. they need to navigate to "awa_agent_presence_capacity" this table & make the appropriate agent Available. Its a database view table which is created OOTB by ServiceNow.

Thanks,

Danish

[Nenad Berbatovi]

thank you. Before I made my question here, I tried to do it via one report on this table. But I was unable to change the status because of the security rules. 

[Danish Bhairag2]

@Nenad Berbatovi 

ohh then u require edit access. awa_manager or awa_admin role if granted will do the trick.

Thanks,

Danish

[Nenad Berbatovi]

I am already awa_admin, but I have this security message preventing me to change the state