Incident/Interaction not appearing in Agent Inbox - AWA Configuration done for Incident

[gkbhandare003]

I am trying to set up AWA for Incidents where Self-service Incidents logged from Service Portal should appear in the agent workspace Inbox like the Cases currently works.

I have set up the Channel, Queue, Assignment Rules, Present state and Groups for the same but the Incident is not coming into the Inbox to accept like case does..

e.g.  

I want an incident created with specific condition to appear like this...

Is it configurable? any suggestion on how can we achieve this?

[Musab Rasheed]

Hi Ganesh,

It should work, Kindly check if you have selected 'agent workspace' under ITSM here.?

[gkbhandare003]

Hi Musab,

I have fulfiller selected as Agent workspace for all UI.

[Musab Rasheed]

Post screenshot of service channel, queue, assignment rule ,assignment eligibility

[gkbhandare003 · Accepted solution]

Below are the screenshots of configuration.

Service Channel:

Queue and assignment eligibility:

Assignment rule:

Skill Handling and shift handling not enabled

Presence state- Available:

Thanks