Inbox option is not visible in customer workspace

[Neeraj31]

I have created one custom workspace.

I have created Service channel and created queue with assignment rule but still inbox option is not visible.

I found one video but this was also not working.

https://www.youtube.com/watch?v=4raehzcFquY&list=PLDLTlm2deb9tbyuQ5ul5OIleUWT3EZFKo&index=3

[Community Alums]

Hello @Neeraj31 ,

If the inbox option is not visible in the customer workspace in ServiceNow, there could be a few possible reasons. Here are some troubleshooting steps you can follow:

1. Verify the Workspace Configuration: Ensure that the custom workspace you created is properly configured to display the inbox option. Check the workspace settings, including the navigation configuration and visibility of the inbox module. Make sure the inbox module is added to the workspace and assigned to the appropriate roles or groups.

2. Check Service Channel Configuration: Review the service channel configuration associated with the workspace. Ensure that the channel is correctly set up and activated. Verify that the queue associated with the channel has the correct assignment rule and is properly configured to route the incoming requests to the appropriate agents or groups.

3. Verify User Role Permissions: Check the user role(s) assigned to the customer accessing the workspace. Make sure the role has the necessary permissions to view and access the inbox. Check the roles and their associated workspace permissions, including the ability to access queues and perform related actions.

4. Review User Criteria and Conditions: Examine any conditions or criteria set for the inbox visibility rules. Ensure that the customer meets the criteria defined to display the inbox. For example, check if there are any specific conditions based on the customer's location, account, or other attributes that determine whether the inbox should be visible.

5. Clear Browser Cache: Sometimes, browser cache issues can cause display problems. Clear the cache of the browser being used to access the ServiceNow instance and try accessing the customer workspace again to see if the inbox option appears.

6. Check ServiceNow Version and Workspace Features: Verify that your ServiceNow version and workspace features support the inbox functionality. Some features or options may vary depending on the ServiceNow version you are using. Review the ServiceNow documentation or consult with your ServiceNow administrator to ensure compatibility.

If the issue persists after following these steps, it is recommended to reach out to your ServiceNow administrator or ServiceNow support for further assistance. They can investigate the specific configuration and environment details to help identify the cause and provide a solution.

regards,

Prasad

[Neeraj31]

Hi @Community Alums ,

Thanks for the reply.

Now I can see the inbox but it is not showing anything inside it.

I have configured service channel, queue and assignment rule but inbox is empty without any status dropdown .

[Community Alums]

Hello @Neeraj31 ,

If the inbox is visible but not showing any records, here are some steps to troubleshoot the issue:

1. Verify Assignment Rule: Double-check the assignment rule associated with the queue. Ensure that it is correctly configured to route incoming requests to the appropriate group or user. Review the conditions and assignment criteria to make sure they match the requirements for populating the inbox.

2. Check Filter Conditions: Review the filter conditions set for the inbox. Ensure that the conditions accurately filter and display the records you expect to see. Check if the filter conditions include the necessary fields and values to populate the inbox.

3. Validate Queue Membership: Confirm that the user or group assigned to the queue is a member of the queue. Without proper membership, records will not be displayed in the inbox. Check the membership settings and ensure that the relevant users or groups are added to the queue.

4. Verify Record Assignment: Ensure that the records you expect to see in the inbox are assigned to the queue. Check the assignment of the records and ensure they are assigned to the correct queue. If records are not assigned, they will not appear in the inbox.

5. Test with Sample Data: Create a test record and assign it to the queue associated with the inbox. Check if the test record appears in the inbox. If it does, the issue may be specific to the existing records. Troubleshoot the records and their assignment to identify any specific issues.

6. Clear Cache and Refresh: Clear the browser cache and refresh the page containing the inbox. Sometimes, cached data can cause display issues. Clearing the cache ensures you are viewing the most up-to-date information.

best regards,

Prasad

[Vrushali11]

Hello @Neeraj31 

Could you please check your 'chrome_toolbar' property.