How to display notifications in INBOX of Agent Workspace?

Jakub4 · ‎05-07-2019

Hello all,

could you help me to find out why my inbox in AWS is always empty even when the Chat Setup in configured properly to AWS in my DEV instance?

I am also creating correct cases

But I always get notification to accept the chat only in the Connect.

Any idea? Am I missing something?

Thank you,

Jakub

Alikutty A · ‎05-07-2019

Can you check what is the default Agent group present under your default chat queue?

OOB, Agent Chat Group is the default group to which chats are routed. You can add your service desk member in this group then impersonate as this user in Agent workspace In another incognito window impersonate as admin and then connect to support from your portal.

View solution in original post

Alikutty A · ‎05-07-2019

Hello Jakub,

From where are you triggering the chat? Can you also try setting the ITSM Fulfiller UI to Agent workspace.

I had got this working from the default service portal (sp)

Thanks!

Jakub4 · ‎05-07-2019

Hello A K,

I was trying multiple options (sp, csm..) but result is still same.

Jakub

Alikutty A · ‎05-07-2019

Have you setup your AWA queues properly? Are you a member of the Agent groups?

Jakub4 · ‎05-07-2019

I am not sure I was modifying anything there:

and my test user is member of Service Desk group and chat is triggered by admin from Portal