Agent workspace Inbox (AWA) - Agent status changes from "Available" to "Offline" automatically even agent is logged on in servicenow instance.

[Sulabh Garg]

Hi All,

I have observed this behavior where the Agent status change automatically from 'Available' to 'offline' in Agent workspace inbox even if agent is logged on in servicenow instance and working on different tab on the Incidents or Request task.

Do we have any timeout which control this?? Ideally it should turn to "offline" when agent logout from Instance.

[Sulabh Garg · Accepted solution]

I got this scheduled job "AWA - Set Inactive Agents Offline" which changing the status to "offline" after every minute

[Indira Panneers]

Hi Sulabh,

Did you managed to figure out? I am looking for the same option.

[Vincent Miedema]

Hi, this recent KB article explains you can change the interval in property "com.glide.awa.agent_inactivity_threshold_seconds":

Agents are set to offline by 'admin' in agent workspace - Support and Troubleshooting (servicenow.co...

[srinadh kanchar]

Hi Vmiedema,

Could you please tell me the path to navigate to the property 

"com.glide.awa.agent_inactivity_threshold_seconds": ?

Thank you in advance