Unable to see Inbox icon in CSM workspace for sn_customerservice_agent user.

[Meena4]

Unable to see Inbox icon in CSM workspace for sn_customerservice_agent user. Please help me to get it.

[Ankur Bawiskar]

@Meena4 

so which other non-admin user is able to see?

Did you compare the roles for those 2 users using Access analyzer?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Tanushree Maiti]

Hi @Meena4 

Refer KB and check if it helps:  (instead of Agent workspace, validate it for CSM workspace)

KB1001178 Agent Inbox is not visible or it shows a blank section when it is clicked on Agent Workspa... 

Resolution

-The agent does not have the "awa_agent" role.

Please make sure that the user has the "awa_agent" role assigned. 

-The "glide.awa.enabled" system property is false.

Please make sure that the "glide.awa.enabled" system property is set as true.

-The "Inbox" module is inactive or it is only visible to certain roles. To check this:

1. Go to the "Workspace Experience > Administration > All Workspaces"
2. Open the "Agent Workspace" record
3. Scroll down and open the "Workspace Modules" related list. Add it to the layout if it is not visible.
4. Make sure that the "Inbox" module is active.
5. Open the Inbox record and ensure that the Roles field includes the "awa_agent" role.

-Inbox UX Custom Content Extension is inactive in the "sys_ux_custom_content_root_elem" table. The Inbox icon is still visible when this issue occurs. But, the content of the inbox becomes blank. For instance, the presence states would not be visible.

1. Launch the "sys_ux_custom_content_root_elem" in the list view.
2. Find the Inbox record associated with the "sn-inbox" component and ensure that it is active.

[Tanushree Maiti]

Hi @Meena4 

Another KB on a configurable workspace: KB2558800 Inbox Icon Not Visible in Legal Counsel Centre Workspace   ( validate the solution for your workspace)

Resolution

To restore the Inbox icon:

1. Navigate to System Properties.
2. Locate the property: glide.awa.enabled.
3. Set the value to true.
4. Save the changes.
5. Refresh the Workspace to confirm the Inbox icon is now visible.