How to set Agent availability to "Available" every time they open the workspace application?

Mitchell Moses · ‎04-12-2021

When an Agent clicks the workspace application link, I want to automatically set their availability to Available so the agents do not have to set this themselves. Anyone have any ideas if this possible?

Maik Skoddow · ‎04-12-2021

Hi @Mitchell Moses ,

each time a user logs in an event is fired. With the help of a script action you can react on that event and set the availability.

And for an easy copy and paste of the code:

var gr = new GlideRecord("awa_agent_presence");

gr.addQuery("agent", event.user_id.toString());
gr.query();

if (gr.next()) {
	gr.setDisplayValue("current_presence_state", "Available");
	gr.update();
}

Kind regards
Maik

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Maik Skoddow · ‎04-13-2021

Hi @Mitchell Moses ,

you have to create the Script Action in Global scope, but you created it in "x_g_irmc_dos_agent" scope. So the error is not a bug but the expected behavior of ServiceNow.

And no, there is not an event for opening the Agent Workspace.

Kind regards
Maik

Mitchell Moses · ‎04-13-2021

Is there a way to fire an event from opening up a module link to be able to do what I want to do?

Maik Skoddow · ‎04-13-2021

Hi @Mitchell Moses ,

No, you in your case you could insert above code in a new UI Action and at the end of the UI Action you redirect the user to Agent Workspace.

Kind regards
Maik

Mitchell Moses · ‎04-14-2021

They would be accessing from the module menu and not from a form. We have interaction,incident, etc we would have to put that Ui action on to click it. I'm not sure if that would work for us

Maik Skoddow · ‎04-14-2021

Hi @Mitchell Moses ,

You got that exactly right, and I'm sorry there's no better solution. In ServiceNow thinking the legacy Agent Workspace is not a full replacement of the classic UI but a tool for a dedicated group of users (Agents), who would use it the complete day. Therefore, my approach with the login event.

Kind regards
Maik