Agent availability status (- in Agent workspace Inbox) changes to 'offline' after refreshing the page( or can say it never changes to 'available').

[Harshil3]

Dear All,

I have issue with my Personal developer instance, I have configured advanced work assignment and it was working fine in New York version, post upgrade to Orlando and now in Paris version, I am facing issue where only System administrator user can be made available in Agent workspace Inbox.

If I elevate or login as any other AWA user and change the status to Available, it shows available but it won't be actually available( as when I start live agent chat from VA - it shows no agents available) and post refresh state automatically changes to offline.

So, technically I can only see System admin as Available and no other AWA user can be available ( Confirmed from User administration > Logged in User > Active is false for all other users except System Admin).

Not sure what is causing this issue, as it worked fine before I expect my AWA set up to be fine.

Any suggestions for this issue would be a great help.

Thanks in advance..

[Saurabh Gidwani]

Hi Harshil,

Try giving your user awa_agent user and he would be able to mark himself in agent workspace. 
Mark me correct if it helped you ! 🙂

Thanks & Regards
Saurabh Gidwani

[Pranesh072]

awa_agent role is required to access the inbox in agent workspace. 

also you can check available agents from agent presence table - https://[instance].service-now.com/awa_agent_presence_list.do