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Hide Inbox Icon in CSM Workspace

AlvissPham
Tera Contributor

‎08-10-2025 09:27 PM

Hi, I need to Hide the Inbox Icon in the CSM workspace. I have already check the document and also de-activate the Inbox Variety but it don't work. Does anybody have any configuration solution for this problem? I don't want to use script to remove it.

AlvissPham_0-1754886388020.png

AlvissPham_1-1754886416246.png

 

 

 

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2 REPLIES 2

Shruti
Mega Sage
Mega Sage

‎08-11-2025 11:26 PM - edited ‎08-11-2025 11:26 PM

Hi,

Inbox icon is visible to the users with "awa_agent" role. To hide it for CSM agents, remove "awa_agent" role from user's profile and test it

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Ankur Bawiskar
Tera Patron
Tera Patron

‎08-11-2025 11:30 PM

@AlvissPham 

Ideally you deactivated that and it should hide.

Did you ask user to logout and login?

If that doesn't work then check response from @Shruti  

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 9x ServiceNow MVP  ||  ✨ ServiceNow Community Leader
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