How to change the agent status in agent workspace

[Neeta1]

Hi Experts,

Is there any way to logout from the agent workspace , if agent is not available or away ?

Without any admin role is it feasible by any other roles ?

[Maik Skoddow]

Hi @Neeta 

please explain better what your issue is.

There is no special "logout" from workspace. There is only one ServiceNow session regardless of what kind of experience (UI16, Service Portal, Agent Workspace, etc.) you are using.

In what kind of scenario you want the user logout automatically

Kind regards
Maik

[Lynda1]

I was asked the exact same question from our Agent managers.

We use the Agent Workspace, an Agent that was "Available" in the Agent Workspace, ended his day, forgot to change himself to Offline, just closed the browser. We asked him if he can log back in to set himself to Offline so chats stopped routing to him. We do have a timer set to set inactive Agents to Offline in 50 minutes, our chat is too busy to wait, we we asked him to log back in.

The only way we have found is to have an Administrator "Impressonate" the user. That is NOT an easy solution.  Would make sense if the AWA Manager  can set the Agents to Offline when an Agent forgets to set himself to Offline.

[Maik Skoddow · Accepted solution]

Hi @Lynda 

thanks for the explanation.

There is no need to impersonate the agent as you can go directly to the table awa_agent_presence where the presence state of an agent is stored. Find the respective record and set the value of column "Current presence state" to "Offline" (it is a reference to another table).

Kind regards
Maik

[Lynda1]

I tried that the day one Agent forgot. I get this

Do you know what permission group is needed? Maybe need that permission on this other table? Do you know the table?