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]

OK, do you have assignment eligibility in place, also you need to check the agent's capacity and agent capacity override

You can also refer: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/advanced-work-assignm...

[Rj27]

Hi Raghav,

Following are the things updated currently in my instance:

1. In service channel 'Incident' - 2 users(including system admin) in agent capacity override
2. In Incident Queue - In assignment Eligiblity - 1 group (Application Development) added
3. Assignment ruke - as it is
4. Presence states updated for Incident

Do i need to update anything else? As the moment i am not receiving any incident request in workspace.

[RaghavSh]

1 Go to Advanced work assignment>>queues, check the schedule associated with queue.

2. Go to Advanced work assignment>>Agent Presence  & Capacity, check check the capacity in use and capacity and status

[F_8]

So, I have successfully set it up so that incidents show up as work items on workspace inbox. Please recreate the following in global scope:

1. In the 'Application Development' group, make sure there is only 'System Administrator' and a test user in that group (make sure test user has the following roles: itil, awa_agent)
2. Create a service channel for 'Incident' (Set default capacity to 200, make sure active flag is true, put any number in inbox order, and set the condition to 'state' is 'new')
3. Create queue record from the related list (work item routing condition should be 'state' is 'new')
4. Create 'assignment eligibilty' from the related list (by clicking the magnifying glass, create a new 'assignment rule' for 'most capacity' and allow agents to reject, and set group to 'Application Development')
5. Add 'Incident' to the 'Available' presence state

For testing:

As the test user, open workspace inbox and set yourself to 'Online', and wait for a work item to appear, then do the following:

As admin, make an incident where the 'assignment group' is 'Application Development', and leave the 'assigned to' empty.

(Delete any override records you have created as those aren't needed in this case)

[Rj27]

Hi @ Raghav and @F,

It is working now. I was missing the right user in the group assigned in assignment eligibility.

Thank you so much!