Setting up Agent Workspace

joel_tan1991
Kilo Contributor

‎11-08-2018 02:03 AM

Hi,

I've been playing around the Agent Workspace for some time while looking at videos to guide me. It's been great so far but I have encountered some issues which I am unable to find any help on. Any help will be greatly appreciated!

1. Configuring related lists

I have created a view "workspace" in the incident form. In the platform, it contains the related list. It does not appear in the Agent workspace though.

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Agent Workspace:

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2.  Setting up the queues for the chat

I have only 3 lounge available on the workspace

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I can only see the records if I were to manually create them in the interaction list.

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Below are a list of queues I have created (Using both the global and walk-up experience scope).

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I have registered a couple of users into the queue that was created using the walk-up experience scope.

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Finally, the walk-up portal does not show the other queues.

 

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Anyone has any idea?

Thank you.

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10 REPLIES 10

Scott Jordheim
Giga Guru

‎02-27-2019 06:29 AM

Side question for you: Do you need the Customer Service Management plugin active for Agent Workspace or was it part of the standard ITSM package?

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Mrigank Gupta
Giga Expert
In response to Scott Jordheim

‎03-14-2019 01:40 AM

CSM plugin is not required for Agent workspace. CSM plugin just added a wrapper on top of existing Agent workspace -- like lists related to Cases, few UI action etc.

Scott Jordheim
Giga Guru
In response to Mrigank Gupta

‎03-15-2019 06:19 AM

Thank you! In a couple of the webinars where this was mentioned, that part wasn't made super clear.

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chrisperry
Giga Sage

‎04-05-2019 03:50 PM

Hey Joel,

 

Were you ever able to find help or additional resources for configuring Agent Workspace? 

We recently upgraded to Madrid and I am in the process of configuring the Agent Workspace app...I haven't run into too many issues up until I started enabling UI actions for workspace - the documentation for the client-side APIs available is pretty lacking, wasn't sure if you had any experience with that part as well?

 

Thanks,

Chris

If this answer is helpful please mark correct and helpful!

Regards,
Chris Perry
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Daryl Rodrigues
ServiceNow Employee
ServiceNow Employee

‎05-13-2019 05:23 PM

Hi Joel, 

 

For the last point, can you make sure the active flag on queue table is set to true? The queue records will show up in the drop down only when they are active=true.

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