How to assign cases in Agent Workspace inbox?

[F_8]

I have been trying for the past week to get Cases to show up in the inbox of agent workspace. I've setup all the configuration that's instructed on the docs (not using skills though), even watched YouTube videos from service-now and third-party, and it's still not showing new cases in the inbox. I have got chat to work in agent workspace, but not cases. Can someone please tell me how to configure it please?

[RaghavSh · Accepted solution]

Hi,

I think you are missing "Presence state" under "advanced work assignment".

If you have configured the same for case you need to select "service channel" as done for incident in below screenshot:

Pls mark this correct/helpful, if this resolves.

[F_8]

Thank you! When i added it, two cases appeared in my test users inbox. I will mark this answer as helpful, but I can't recreate how i got those two cases to appear. I have only the 'assignment group' and 'assigned to' assigned to the test user. Do you know what else I need to ensure?

[RaghavSh]

How have you configured your assignment rules? Based on capacity? If yes you need to check if they still have capacity or it is full.

[F_8]

I have the 'assignment rule' assigned to one group (based on capacity), which contains only one member, and their load is 200 work items.