HR Agent Workspace - Inbox Not Visible

[Sirri]

Hi Team,

I am facing an issue in HR Agent Workspace where the Inbox is not being displayed.

Issue Details:

• Navigated to HR Agent Workspace.
• The Inbox section is not visible .
• Users have the required HR roles(awa_agent, agent_workspace_user) assigned.
• Tried clearing cache and logging in again, but the issue persists.

Please check Below snips:

Note: As mentioned role users & as admin also it is now showcasing the inbox in HR Agent workspace.

Request: Could anyone please suggest:

1. What configurations are required for the Inbox to be visible in HR Agent Workspace?
2. Are there any specific roles, properties, or assignments that control Inbox visibility?
3. What logs or tables should be checked for troubleshooting?

Any guidance would be greatly appreciated.

Thank you.

[sandeepdutt]

Hi  @Sirri ,

The roles you mentioned are the correct roles required for inbox to be visible for the agents. (awa_agent, agent_workspace_user).

Now, what you need is to setup Advanced Work Assignment (AWA) and assign the correct agent presence and routing settings , then the inbox will be populated automatically for the agents.

It's all depends on Agents assignment rules after you have right setup for AWA.

Please refer the below ServiceNow docs to configure :

https://www.servicenow.com/docs/r/conversational-interfaces/advanced-work-assignment/awa-application...

[Sirri]

@sandeepdutt ,

I have AWA configured correctly. OOB also one service channel is there.  Still it is not showing casing is there any other reason apart from this.

Thank you