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?

[F_8]

Okay, got it working, I just removed the '24x7' schedule from the 'queue' record, and cases assigned to the specified group, appeared in the inbox.

[Priyanka Chandr]

Hi,

Please check below link

https://community.servicenow.com/community?id=community_question&sys_id=2ddb2a05db4737084819fb243996...

Please mark it correct and helpful , if applicable

Thanks

[Rj27]

Hi @F ,

I am trying to use AWA for incident. I have installed the required plugins but still i am not receiving any notification for incident in my workspace. Since it is working for you for chat, can you let me know if i need to configure anything else?

Also how can i add more agents? Currently there is only system admin available by default.

And also Do we need to change the status of agent as available manually in the workspace?

TIA!

[RaghavSh]

Have you added incident in "Presence state"?

[Rj27]

Hi Raghav,

Yes presence state is updated.

I am trying to use AWA for the first time . So not sure if anything is missing.