How to assign cases in Agent Workspace inbox?

F_8 · ‎05-22-2020

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 · ‎05-22-2020

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.

Raghav
MVP 2023

View solution in original post

Rj27 · ‎06-05-2020

Hi @F, I am trying to set target time as 5 sec .So that the agent can respond within this time frame. But this seems to be not working. The incident is there in workspace until agent takes an action irrespective of the time.

Do i need to set this somewhere else as well?

PFA the screenshot.