"An item in your inbox was assigned to another agent, so no action is needed." when trying to accept a chat - Support and Troubleshooting

"An item in your inbox was assigned to another agent, so no action is needed." when trying to accept a chat Issue When an agent tries to accept a chat, gets the following message: "An item in your inbox was assigned to another agent, so no action is needed."

Release Reproduced in San Diego

Cause The following ACL was disabled which is blocking read access to the awa_work_item table: .service-now.com/nav_to.do?uri=sys_security_acl.do?sys_id=06596cb7b7022300afff85b8de11a90d

Resolution To resolve the issue, make sure the following ACL is active: .service-now.com/nav_to.do?uri=sys_security_acl.do?sys_id=06596cb7b7022300afff85b8de11a90d

If this does not work, make sure the affected user has an ACL that will allow them to read form the awa_work_item table like the one above