Inbox option missing on Service operations workspace for non Admin users

[Shilpa Mekapoth]

Inbox option is available for Admin users on Service operations workspace but not for non Admin users though the user has AWA_agent role.

[jMarshal]

OOB, interaction_agent is embedded in workspace_user which is embedded in itil.

@Shilpa Mekapoth - I'm quite certain you only need "interaction_agent" and "awa_agent" for the inbox to show in SOW.

[Shilpa Mekapoth]

Thankyou @jMarshal , I did try exclusively giving both interaction_agent but no luck.

[jMarshal]

To be clear, they need all of "interaction_agent", "awa_agent" and a licensed role (not just the explicit snc_internal role, but that may work still).

[Shilpa Mekapoth]

Thanks @Sid_Takali . The same config works on one of our lower instances strangely but not prod 

[jMarshal]

I just came across a very odd configuration requirement that was causing some grief with the SOW inbox, but the user DID have the roles that I was indicating were required for this...and that was still not enough.

As it turns out, when defining the queue in Advanced Work Assignment, you need to check the box for "define routing condition", even if you are leaving the setting as "simple" and blank. IE - you check the box to define a routing condition, but don't actually define a routing condition...and that worked. If you do not check that box, despite not wanting to define a routing condition, it was not working (it would not route work to the inbox).

Might be just a weird issue on my instance exclusively, but I thought I would share here, just in case as that is VERY unintuitive (checking the box and not defining after).