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

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[gait7b · Accepted solution]

Hi Susie, 

View Idea Page - ServiceNow Community shows that the enhancement is planned. 

Cheers, Gerrit