Presence State becomes is not selectable in Agent Workspace Inbox when 'Disable agent inactivity check for API' checkbox is checked. - Support and Troubleshooting

Presence State becomes is not selectable in Agent Workspace Inbox when 'Disable agent inactivity check for API' checkbox is checked. Summary Issue: 'Disable agent inactivity check' causes Presence State to be disabled for selection by agents.

Steps to Reproduce:

Log on to any instance. Navigate to All --> Presence States. Create a new Presence State with 'Disable agent inactivity check for API' checkbox checked Save the record. Navigate to Agent Workspace. Switch to Inbox from left pane. Click on Status dropdown. Observe the state created in Step 3 is disabled for selection.

Explanation:

This behaviour is as expected. Presence states with the 'Disable agent inactivity check for API' flag are meant to be set via API rather than from the workspace.

These states are not expected to be set by agents manually, from UI.

Related Links For more details on Agent Presence, please refer to below product document: https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/advanced-work-assignment/task/awa-configure-agent-presence.html