Viewing Interaction Records in Agent Workspace

[TStark]

I'm trying to view Interaction Records (i.e. IMS000, not Incidents, or Requests) in Agent Workspace. Right now all I can see are incidents and request, but I have interactions that exist in ITSM, but I'm unable to see them in Agent Workspace. Any recommendations are much appreciated.

- AJ

[Jeff Currier · Accepted solution]

AJ,

Do you mean you don't see Interactions listed on the left hand side under lists?  If so, take a look at Agent Workspace -> Lists -> List Categories and either enable interactions or create an entry for interactions.

You can also add interactions to the new record menu in agent workspace -> Settings and the New Record Menu Items tab

-Jeff

[TStark]

Thank Jeff!

[DirkRedeker]

Hi AR which role are you working to experience this behavior? BR Dirk

[Runjay Patel]

Learn Agent Workspace from scratch to end with real world implementation and get live project hands-on.

Step by Steps implementation: https://www.youtube.com/playlist?list=PLIGcZxQaeEoj0XXBqTfReQwR44OeDYYb0

This Series help you to understand below topics

1. How to setup Agent Workspace
2. Plugins required.
3. Create Studio application for Agent Workspace.
4. Lading Page configuration in details.
5. List Layout and Categories configuration.
6. Form Layout, Header and Ribbon configuration
7. UI Actions and notifications.
8. Global search and Agent assist.
9. Live Agent chat configurations.
10. Integrate Connect Support with Agent Workspace
11. Difference between Agent Workspace and ITSM Agent Workspace?
12. Custom form for app: UI page, service portal widget or Agent Workspace component?
13. View and Create Reports in Agent Workspace
14. For LIVE AGENT where the service desk can access to the chat in back-end? via AGENT WORKSPACE OR CONNECT SUPPORT
15. Agent Workspace - convert incidents to Request Items and vice-versa
16. Add Knowledge search in Agent Workspace to Contextual form
17. UI Action to pop up Email from Agent Workspace
18. Bar Graph
19. Open frame API in Agent Workspace
20. How to use Assignment workbench in Agent Workspace?
21. Viewing Interaction Records in Agent Workspace
22. Agent Chat in Service Portal without Virtual Agent
23. And many more.