Is User Presence available in Agent Workspace?

[Susie W]

Is User Presence available in Agent Workspace?  When we moved from our legacy toolset to ServiceNow one of the features most appreciated by our Service Desk was User Presence which enabled them to see if another agent had was already triaging an incident.  Now we're asking them to transition to Agent Workspace which doesn't seem to have User Presence available, which is a backward step from our agents' point of view.

Is User Presence really not available in Agent Workspace?  We're currently in Orlando, but have a planned upgrade to Quebec in early April.

If it's not yet available, when will it be?

[Maik Skoddow · Accepted solution]

Hi Susie,

sorry for my first misunderstanding and you are completely right: User Presence is not available for Agent Workspace. 

But there is an open feature request at Idea Portal: https://community.servicenow.com/community?id=view_idea&sysparm_idea_id=0de91380db9c58dcfeb1a851ca96...

Get your colleagues to vote for it, and maybe it gets the necessary attention to be implemented.

Kind regards
Maik

If my answer replied your question please mark appropriate response as correct so that the question will appear as resolved for other users who may have a similar question in the future.

[Maik Skoddow]

Hi Susie W

Agent Workspace provides a similar concept. Please see https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/advanced-work-assignmen...

Kind regards
Maik

If my answer replied your question please mark appropriate response as correct so that the question will appear as resolved for other users who may have a similar question in the future.

[Susie W]

I'm not sure this is the same thing, is it?  I don't believe we are running AWA on our platform, it is just an indicator in an incident record if another user is already looking at it - the dot/picture in the banner at the top.  If we set up AWA, would this result in an indicator on the Agent workspace incident record if another user had it open?

[Maik Skoddow · Accepted solution]

Hi Susie,

sorry for my first misunderstanding and you are completely right: User Presence is not available for Agent Workspace. 

But there is an open feature request at Idea Portal: https://community.servicenow.com/community?id=view_idea&sysparm_idea_id=0de91380db9c58dcfeb1a851ca96...

Get your colleagues to vote for it, and maybe it gets the necessary attention to be implemented.

Kind regards
Maik

If my answer replied your question please mark appropriate response as correct so that the question will appear as resolved for other users who may have a similar question in the future.

[lmhaggan]

Since ServiceNow has transitioned from Community to Support for the Idea portal, can you relink this?  There are so many out there that are requests for this feature that it's hard to narrow down.