Inbox icon not visible in AWA (Agent Workspace) after Zurich upgrade.

[tanaybangar]

Hi Community, after upgrading my Developer instance to the Zurich version, I am facing an issue where the Inbox icon is not visible in AWA (Agent Workspace). The workspace loads successfully and other features are working as expected, the Inbox icon is completely missing, which prevents me from viewing assigned work items, approval requests, or performing accept/reject actions. AWA is enabled, required plugins are active, and the user has the necessary roles. This issue started only after the Zurich upgrade. Could someone please confirm if the Inbox behaviour has changed in Zurich, if any new roles or configurations are required, or if this is a known issue with AWA in Zurich?

[Matthew_13]

Hi Buddy!

 I don’t believe the Inbox behavior itself has changed in Zurich—the Agent Inbox is still very much part of AWA. When the Inbox icon is completely missing (not just empty), it’s usually a configuration or role issue that becomes visible after the upgrade.

Based on what I’ve seen post Zurich, I’d recommend checking the following:

• System property: Make sure glide.awa.enabled is set to true. Even if the plugin is installed, the Inbox won’t appear if this property is disabled.

• Roles: In addition to general workspace roles, ensure the user explicitly has awa_agent. I’ve seen cases where Inbox showed for admin but not for agents until this role was added.

• Workspace configuration: Verify the Inbox page/module still exists in the Agent Workspace navigation and wasn’t removed or overridden during the upgrade or personalization.

• Quick sanity check: Log in as admin. If admin can see the Inbox but the agent cannot, it’s almost always role-related. If no one can see it, it’s more likely property or workspace config.

So far, I’m not aware of this being a Zurich-wide defect, and I haven’t seen documentation indicating new mandatory roles beyond what already existed. In most cases, it’s been one of the above after upgrades.

Hope this helps.

@tanaybangar - Please mark as Accepted Solution and Thumbs Up if you found Helpful!!

[Ankur Bawiskar]

@tanaybangar 

if you are sure everything was working fine before upgrade then raise a case with ServiceNow