AWA Notifications : Debug Issues related to Inbox card not visible to the agents on the workspace.Summary body { font-family: Arial, sans-serif; background-color: #f0f8ff; margin: 0; padding: 20px; line-height: 1.6; } .container { background-color: #ffffff; border-radius: 10px; padding: 20px; box-shadow: 0 0 10px rgba(0, 0, 0, 0.1); max-width: 800px; margin: auto; } h1 { color: #333; text-align: center; } p, li { color: #555; font-size: 14pt; } ol { margin-left: 20px; padding-left: 20px; } .highlight { background-color: #e0f7fa; padding: 10px; border-left: 5px solid #00796b; margin-bottom: 20px; border-radius: 5px; } .important { color: #d32f2f; font-weight: bold; } Common AWA Inbox Issues We often hear a common complaint when using AWA regarding agents occasionally not seeing an inbox card or hearing the associated audio notification when they're assigned a task. There are various checks that can be performed to address this issue, including examining logs sent to the server by the client when inbox-related updates are received, provided that the "com.glide.awa.client_logging.enabled" property is activated. Nevertheless, there are still instances where the logging indicates that the client received the necessary message on time, yet the inbox card or alert was still overlooked. Pinpointing the exact cause or providing an explanation for this can be challenging due to several factors: The issue is solely on the client side.It occurs intermittently.There could be non-error-related factors at play (such as the agent being occupied elsewhere). Release body { font-family: Arial, sans-serif; background-color: #f0f8ff; margin: 0; padding: 20px; line-height: 1.6; } .container { background-color: #ffffff; border-radius: 10px; padding: 20px; box-shadow: 0 0 10px rgba(0, 0, 0, 0.1); max-width: 800px; margin: auto; } p { color: #555; font-size: 14pt; } .highlight { background-color: #e0f7fa; padding: 10px; border-left: 5px solid #00796b; margin-bottom: 20px; border-radius: 5px; } The script linked to the KB is compatible with releases starting from Utah and beyond. Instructions Here's how to obtain client-side logs indicating when a work item card is pushed to the inbox: Prerequisites Firstly, ensure that the client-to-server logging calls are recorded by confirming the existence of the com.glide.awa.client_logging.enabled property, which should be of type (true|false) and set to true. Additionally, verify that this property allows read access for the awa_agent, awa_manager, and awa_admin roles. Executing the Script Subsequently, the agent encountering intermittent inbox issues should execute the script whenever the workspace is loaded or refreshed. Ensuring continuous execution of the script is crucial as it enables the capture of pertinent logs for debugging purposes. There are two methods to execute the script: Utilizing the Tamper Monkey Browser Extension.Employing Snippets within Chrome Dev Tools. To execute the script using Tamper Monkey as a Chrome Extension: Install the TamperMonkey extension on your browser.Create a new UserScript within the TamperMonkey interface.Copy the contents of the attached inbox_logger_2024_03_04.txt into the script.The extension is compatible with most common browsers. You can find instructions for installing the TamperMonkey extension and creating the script in this video: To execute the script using Snippets in Chrome Dev Tools: Please refer to the steps outlined in SN_AWA_script.pdf and Copy the contents of the attached inbox_logger_2024_03_04_new.txt or watch the instructions in the provided video. Running the Script Once the script is installed, ensure to run it every time the workspace is loaded or refreshed to accurately capture relevant logs. This step is crucial because without the pertinent logs (as exemplified below), further debugging will not be possible. Once the script is confirmed to be running on the agent's browser (verify by checking the browser console for the message "### INBOX LOGGER ### Logging script enabled for targetNode:"), the logs should be transmitted to the server for each of the following scenarios (sample log provided for each): When an inbox card is displayed: INBOX LOGGER ### (2024-02-02T21:49:45.839Z): Added sn-inbox-card: When an inbox card is removed: INBOX LOGGER ### (2024-02-02T21:59:55.542Z): Removed sn-inbox-card: When an audio notification is played: INBOX LOGGER ### Audio notification was played. Other logs: INBOX LOGGER ### Successfully logged AWA message. These logs can then be utilized to ascertain whether the inbox card for a specific interaction was displayed, if the audio notification was played, and other pertinent details (such as the duration since the user's last interaction with the page, or any relevant errors in the browser at the time the inbox card should have appeared). body { font-family: Arial, sans-serif; line-height: 1.6; background-color: #f4f6f9; margin: 0; padding: 20px; } .content { background-color: #ffffff; border-radius: 10px; padding: 20px; box-shadow: 0 0 10px rgba(0, 0, 0, 0.1); } h1 { color: #333333; } h2 { color: #4CAF50; margin-top: 20px; } h3 { color: #2E7D32; margin-bottom: 10px; } p, li { color: #555555; font-size: 14pt; } ol { margin-left: 40px; } .important { color: #D32F2F; font-weight: bold; } .highlight { background-color: #e8f5e9; padding: 10px; border-radius: 5px; border: 1px solid #AED581; } .code-block { background-color: #f1f1f1; padding: 10px; border-radius: 5px; border: 1px solid #ccc; font-family: "Courier New", Courier, monospace; font-size: 12pt; white-space: pre-wrap; } Related Links body { font-family: Arial, sans-serif; line-height: 1.6; background-color: #f4f6f9; margin: 0; padding: 20px; } .content { background-color: #ffffff; border-radius: 10px; padding: 20px; box-shadow: 0 0 10px rgba(0, 0, 0, 0.1); } h1 { color: #333333; } h2 { color: #4CAF50; margin-top: 20px; } h3 { color: #2E7D32; margin-bottom: 10px; } p, li { color: #555555; font-size: 14pt; } ol, ul { margin-left: 40px; } .highlight { background-color: #e8f5e9; padding: 10px; border-radius: 5px; border: 1px solid #AED581; } a { color: #1E88E5; text-decoration: none; } a:hover { text-decoration: underline; } .important { color: #D32F2F; font-weight: bold; } img { display: block; margin: 10px auto; } Adjusting Browser Settings for ServiceNow Alerts Web browsers offer options to relax media restrictions for specific sites or tabs. When working with ServiceNow and Advanced Work Assignment, it's advisable to undertake the following measures to prevent missing out on alerts: Google Chrome: Select Menu > Settings.Select "Privacy and Security" in the left navigation menu.Select "Site Settings" from the "Privacy and Security" options.The hostname of the instance (e.g., "Instance.service-now.com") may be listed under recent activity. Select it there, or search for it under "View permissions and data stored across all sites".On the permissions page for the site, make sure the "Notifications" and "Sound" permissions are set to "Allow". By default, the Sound permission is set to "Automatic (default)" which does not allow audio with no user interaction. Microsoft Edge: Select Menu > Settings.Select "Cookies and Site Permissions" in the left navigation menu.Under "All permissions", select "Media autoplay".For "Control if audio and video play automatically on sites", select "Allow". If this is not desired for all sites, the hostname of the ServiceNow instance may be added to the "Allow" list. Firefox: Select Firefox > Preferences.Select "Privacy and Security" in the left navigation menu.Scroll down to the "Permissions" section and select "Autoplay" Settings.Set the Default for all Websites to "Allow Audio and Video". Alternatively, to allow audio and video only for the ServiceNow instance, an exception can be made by visiting the site and following the instructions under "Site settings" section on this page. Virtual Agent Alerts Be sure you have the following user preferences set to true for the agents: connect.notifications.desktopworkspace.notifications.chat.desktopworkspace.notifications.inbox.desktop