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]

Under Service channel change 'Default work item size' to 4 and 'Default capacitiy' to 1000  and in Assignment rule 'Assign by' change to 'Most capacity' and after this go to below table and see if agent is available here, lastly agent should be part of the group you mentioned in assignment rule.

https://your instance/awa_agent_presence_capacity_list.do?sysparm_userpref_module=513f772e77333300d17e20089a1061e6&sysparm_clear_stack=true

and make sure you are going to below URL to see agent workspace.?

https://your instance/now/workspace/agent/agent

Your configuration mostly looks correct to me.

[gkbhandare003]

Thanks Musab..

The Work items are getting queued but doesn't appear in Inbox to accept.

I will research further on this and will update the thread if any update.

Thanks for your time.. 🙂

[gkbhandare003]

I have observed one thing here that when I create an Incident a work item is created in background but there is some information that is not being passed to this record e.g document id seems to be incomplete..refer below screenshot:

Unlike Interaction for Chat channel the Incident doesn't have any id, is there any business rule or script include that needs to be modified or configured for work item table?

[Musab Rasheed]

Have you installed this plugin 'Advanced Work Assignment for Incidents'.? Check if below two are installed.?

[gkbhandare003]

I actually tried the same configuration on the another instance and it is working as expected.