Chat function disabled in Agent Workspace - Gets all the messages to Connect support

Raji10 · ‎10-01-2020

Hi All,

I have been trying to enable the Chat function in Agent workspace, but the chat is still disabled as below. I have gone through many related community questions and discussions, and provided relevant roles to the Service Desk person, configured chat setup, removed routing conditions even, but the Agent gets all his messages only in the Connect support and not in the Agent workspace.

Please let me know if you need screenshots of any configuration.

Thanks & Regards,

Raji

Alberto Consonn · ‎10-02-2020

Hey,

I had a deep look into your PDI, the root cause of your issue is that you did a lot of customization in the Service Channel and Interaction tables, it's not possible to solve it as there is no the OOTB Type field in the awa_service_channel table, in the first image you can see the Type field there as mandatory and equal to Chat which is very important:

Here you can see your table, cannot find the OOTB Type field, the data structure is corrupted, I suggest you to revert any customization done especially in the state fields of the Interaction table, you probably enabled some custom integration with MS Teams as well, please revert everything:

Unfortunately we cannot do more here, hope this helps you!

If I have answered your question, please mark my response as correct and helpful.

Thank you very much

Cheers
Alberto

View solution in original post

Alberto Consonn · ‎10-01-2020

Hi Raji,

please ensure that the user has "awa_agent" role, additionally check the following setting:

https://docs.servicenow.com/bundle/madrid-servicenow-platform/page/administer/workspace/task/configu...

Let me know if this will make it work.

If I have answered your question, please mark my response as correct and helpful.

Thank you very much

Cheers
Alberto

Raji10 · ‎10-01-2020

Hi @Alberto Consonni ,

Good morning and thank you for the prompt response, yes the agent has the awa_agent role as well.

Thank you.

Regard,

Raji.

Alberto Consonn · ‎10-01-2020

Please share the printscreen of your Chat Setup settings:

Raji10 · ‎10-01-2020

Hi @Alberto Consonni,

Please find the chat setup screenshot along with the

Thanks & Regards,

Raji