Service Operations Workspace Status

[DylanB]

Hello, we are working towards using Advanced Work Assignment and the Service Operations Workspace. I understand that Agent Workspace is being deprecated so that is why we chose SOW over Agent Workspace, but to use AWA, the agent needs to set their status on their inbox. Currently, we don't have a status option for awa_agents in their inbox. The status option shows up in the Agent Workspace, but not the SOW. 

The documentation only mentions the status in the Agent Workspace. Is it possible to get that status added to the SOW?

[PaulSylo]

Hello @DylanB - I am not sure.. but I recommend checking this table and enabling any status options that will helps - table name: "awa_presence_state"

[DylanB · Accepted solution]

Thanks for the reply! Just figured it out now.

The issue ended up being the UX Page Property for chrome_toolbar on the Service Operations Workspace Page. (table is sys_ux_page_property).

The value on mine must have been customized at some point. I copied the value from my PDI and pasted it into the dev instance and it worked, showing the correct status options now! Have a good new year!

[PaulSylo]

Oh thats great! Happy new year !