Troubleshooting Guide for 3C Logic AWA issue caused due to AMB - Support and Troubleshooting

Troubleshooting Guide for 3C Logic AWA issue caused due to AMB Summary .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } This knowledge article provides a comprehensive troubleshooting framework for identifying agent presence synchronization issues between ServiceNow Advanced Work Assignment (AWA) and the 3CLogic OpenFrame CTI panel.

The core problem typically manifests as a failure or significant delay (30–40+ seconds) in updating an agent's status, or updates dropping entirely during initial login or on a first time page load.

Facts .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Release .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Any

Instructions .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } /* NS Branding Styles */ .ns-kb-css-body-editor-container p, .ns-kb-css-body-editor-container span, .ns-kb-css-body-editor-container ul, .ns-kb-css-body-editor-container li, .ns-kb-css-body-editor-container ol, .ns-kb-css-body-editor-container td, .ns-kb-css-body-editor-container th { font-size: 12pt; font-family: Lato, Arial, sans-serif; color: var(--now-color--text-primary, #000000); } .ns-kb-css-body-editor-container h1 { font-size: 28pt; font-family: Lato, Arial, sans-serif; color: var(--now-color--text-primary, #000000); margin-bottom: 12px; } .ns-kb-css-body-editor-container h2 { font-size: 24pt; font-family: Lato, Arial, sans-serif; color: var(--now-color--text-primary, #000000); margin: 0; } .ns-kb-css-body-editor-container h3 { font-size: 18pt; font-family: Lato, Arial, sans-serif; color: var(--now-color--text-primary, #000000); } .ns-kb-css-body-editor-container h4 { font-size: 14pt; font-family: Lato, Arial, sans-serif; color: var(--now-color--text-primary, #000000); } .ns-kb-css-body-editor-container a { font-size: 12pt; font-family: Lato, Arial, sans-serif; color: var(--now-color--link-primary, #00718F); text-decoration: none; } .ns-kb-css-body-editor-container a:hover { color: var(--now-color--link-primary, #024F69); text-decoration: underline; } .ns-kb-css-body-editor-container a:target { color: var(--now-color--link-primary, #032D42); } .ns-kb-css-body-editor-container a:visited { color: var(--now-color--link-primary, #00718F); } .ns-kb-css-body-editor-container img { max-width: 100%; height: auto; } .ns-kb-css-body-editor-container pre, .ns-kb-css-body-editor-container code { font-family: Consolas, "Courier New", monospace; } .ns-kb-css-body-editor-container pre { background: #f7f7f7; border: 1px solid #d9d9d9; border-radius: 4px; padding: 12px; overflow-x: auto; white-space: pre-wrap; word-wrap: break-word; } .ns-kb-css-body-editor-container table { border-collapse: collapse; width: 100%; } .ns-kb-css-body-editor-container th, .ns-kb-css-body-editor-container td { border: 1px solid #d9d9d9; padding: 8px; vertical-align: top; } .ns-kb-css-body-editor-container th { background-color: #f5f5f5; text-align: left; } /* Details Accordion */ .ns-kb-accordion { margin-top: 20px; } .ns-kb-accordion details { border: 1px solid #d9d9d9; border-radius: 6px; margin: 0 0 14px 0; overflow: hidden; background: #ffffff; box-shadow: 0 1px 2px rgba(0,0,0,0.03); } .ns-kb-accordion summary { list-style: none; cursor: pointer; padding: 18px 20px; background: #f8f9fb; display: flex; align-items: center; gap: 14px; font-size: 24pt; font-family: Lato, Arial, sans-serif; color: var(--now-color--text-primary, #000000); line-height: 1.2; transition: background-color 0.2s ease, box-shadow 0.2s ease; } .ns-kb-accordion summary:hover { background: #eef3f7; } .ns-kb-accordion summary:focus { outline: 2px solid #00718F; outline-offset: -2px; } .ns-kb-accordion details[open] summary { background: #eef6f8; } .ns-kb-accordion summary::-webkit-details-marker { display: none; } .ns-kb-accordion summary::before { content: "▸"; font-size: 14pt; font-weight: bold; color: #00718F; width: 22px; min-width: 22px; text-align: center; display: inline-flex; align-items: center; justify-content: center; transition: transform 0.2s ease; } .ns-kb-accordion details[open] summary::before { transform: rotate(90deg); } .ns-kb-accordion-content { padding: 18px 20px 22px 20px; border-top: 1px solid #e5e5e5; background: #ffffff; } 1. Purpose of This Article This article provides a step-by-step approach to identify, triage, and troubleshoot agent presence synchronisation issues between ServiceNow Advanced Work Assignment (AWA) and 3CLogic OpenFrame CTI .

It focuses on issues where an agent updates their presence status in ServiceNow, but the updated state does not synchronise correctly to the OpenFrame CTI panel, or the update is significantly delayed.

INFO: The most common causes are initial load timing conditions, AMB saturation, Record Watcher behaviour, and client-side rendering gaps. 2. Scope of the Issue Use this guide when one or more of the following symptoms are observed:

Agent presence status does not synchronise between ServiceNow and 3CLogic OpenFrame Presence updates are delayed , sometimes by more than 30–40 seconds Presence state fails to update during the initial page load or login Sync behaviour is intermittent during the session Work item or presence-related updates appear to be missing in the workspace UI This guide is most relevant when the issue may involve one or more of the following layers:

OpenFrame client / CTI iframe AWA event generation AMB message delivery Custom widgets or Record Watchers System configuration or environmental network factors 3. Summary of Known Issue Patterns A. Presence Sync Failure or High Latency Agents change their presence status in the Service Operations Workspace (SOW) inbox, but the new state either does not reach the OpenFrame CTI panel, or arrives with significant UI delay.

B. Initial Login Drop (Race Condition) On the first page load, the initial presence event can be lost because the OpenFrame iframe has not completed initialisation.

contentWindowInit = false the event fires before the handshake is complete the first presence update is dropped later updates behave normally WARNING: If the issue occurs only on first login or initial page load, investigate the known race condition path before starting deeper AMB analysis. C. AMB Flooding and Semaphore Exhaustion A high number of AMB subscriptions or messages — often caused by unoptimised custom widgets or Record Watchers — can saturate application node semaphores.

AMB queues are delayed legitimate presence events are starved updates may be delayed or missed entirely CRITICAL: AMB flooding is one of the most common reasons for delayed or dropped presence synchronisation events. D. Client-Side Rendering / Notification Gaps In some cases, backend delivery succeeds but the client UI does not reflect the update correctly.

missing inbox cards missing audio notifications intermittent behaviour despite successful event delivery 4. Before You Troubleshoot: Pre-Checks NOTE: Complete these pre-checks before moving into deeper triage and troubleshooting. They help determine whether the issue originates in the browser, OpenFrame, AWA, or AMB layers. 4.1 Verify Presence Events in OpenFrame Follow the guidance from OpenFrame - Agent Presence Troubleshooting Guide (KB2830034) and run the following in the browser console:

openFrameAPI.subscribe( openFrameAPI.EVENTS.OPENFRAME_AWA_AGENT_PRESENCE, function (event) { console.log(event); } ); This confirms whether the presence event is reaching the browser and helps determine whether the issue is:

client-side or upstream in AWA / AMB 4.2 Validate AWA Record Watcher Behaviour A Record Watcher Responder named awa.work_item is triggered when a work item is assigned to an agent.

This responder sends an AMB message to the agent’s workspace page in the browser.

If this behaviour is missing or inconsistent, the issue may involve:

Record Watcher execution AMB delivery custom watcher logic message flooding from other components INFO: If the awa.work_item responder does not trigger correctly, presence or work item updates may never reach the UI. 4.3 Enable AWA Logging Enable the following property:

com.snc.awa.syslog.enabled = true This helps confirm whether AWA is generating and processing events as expected.

4.4 Verify AMB Message Storage Check whether AMB messages are being stored:

sys_amb_messages.list If the expected messages are not present, the issue may occur before AMB delivery, such as:

event not generated message not published watcher not triggered WARNING: If messages are missing from sys_amb_messages , the issue likely originates before AMB delivery. 4.5 Validate AMB Configuration Property Expected Value glide.amb.websocket.enabled true glide.amb.message_bus websocket glide.amb.client.heartbeat.interval Default glide.amb.client.heartbeat.timeout Default Guidance glide.amb.websocket.enabled and glide.amb.message_bus should remain at default values heartbeat settings usually do not need to be changed in heavily firewalled or high-latency environments, heartbeat values may require tuning to prevent dropped client connections NOTE: Incorrect AMB property values can cause behaviour that resembles performance, client-side, or event delivery issues. 5. How to Identify the Issue Pattern Before deep troubleshooting, classify the issue into the most likely pattern.

Issue Pattern Typical Behaviour Likely Direction Login-only failure Fails only during initial page load or first login; subsequent manual updates work PRB2011118 / iframe initialisation timing Intermittent or ongoing sync failure Issue continues throughout the session or happens unpredictably AMB saturation, semaphore exhaustion, custom widgets, Record Watchers Event delivered but UI not updated Logs show delivery, but the workspace or CTI panel does not reflect the update Client-side rendering or notification processing issue 6. Triage Workflow Step 1: Confirm Plugin Baseline Ensure the required plugin is installed and active:

com.glide.interaction.awa If this plugin is missing, presence change events will not be received by the OpenFrame architecture.

Step 2: Determine Timing Behaviour Ask the following:

Does the issue happen only during login? Does it continue after the first successful update? Does it affect all agents or only some agents? Is it reproducible consistently? This helps direct the investigation toward:

race condition AMB performance customisation client-side issue Step 3: Review Recent Customisations Identify whether the environment contains:

custom Service Portal widgets custom Workspace components CTI panel scripts snRecordWatcher implementations CRITICAL: Customisations are a common contributor to AMB flooding and should be reviewed early. 7. Step-by-Step Troubleshooting 7.1 Check Real-Time Node Semaphores Navigate to:

https:// .service-now.com/xmlstats.do Inspect the affected node and review:

amb_send amb_receive If semaphore queues are maxed out or exhausted, AMB congestion is likely contributing to the issue.

7.2 Identify the Message Source If semaphores are saturated:

review XML statistics identify which transactions or table queries are consuming the slots look for excessive subscriptions on high-volume transactional tables This is especially important when custom widgets or Record Watchers are present.

7.3 Review AMB Dashboard / Node Scope If possible, confirm:

whether the issue is isolated to one node whether multiple nodes show the same AMB pressure whether traffic spikes align to the reported issue time This helps distinguish between:

localised node traffic broader environment-wide AMB saturation 7.4 Optimise Record Watchers If a Record Watcher is found to be flooding the channel, update it to use more restrictive filters.

For example, instead of broad table-level subscriptions, use targeted conditions such as:

assigned_to service_provider other narrow record-specific filters This reduces unnecessary AMB traffic and prevents global table broadcast behaviour.

7.5 Review Known Platform Fix If the issue aligns with the initial load race condition, the environment should be reviewed for the fix associated with:

PRB2011118 SR - CSM - Openframe Bundle - v3.2 (Australia release) or later This addresses the scenario where the first presence event is lost before the iframe handshake completes.

7.6 Consider Additional Mitigations Depending on the environment and findings, the following may be considered after validation:

Turn off re-delivery for the AWA processor (test in sub-production first and align with development guidance) Set: com.glide.awa.agent_inactivity_workspace_only = true These changes should be tested carefully before applying to production.

WARNING: Additional mitigations should be validated in sub-production before any production rollout. 8. Client-Side Considerations In some cases, the issue is not caused by AMB delivery failure but by how the client handles updates.

Related guidance such as KB1644436 highlights possible client-side symptoms including:

missing inbox cards audio notifications not firing intermittent UI behaviour even when the message was delivered If backend evidence shows that:

the AMB message exists the event was sent AWA logging confirms generation …then capture client-side logging and browser behaviour to determine whether the issue is in rendering rather than delivery .

9. Quick Checklist Our review has identified two primary patterns that can cause this issue:

Initial Load Race Condition – the first presence update may be lost if it occurs before the OpenFrame iframe fully initialises. AMB Queue Saturation – high message volume or custom subscription behaviour can delay or block presence updates. Recommended Checks

confirm the Agent Chat plugin is active confirm AMB properties remain at expected defaults review whether custom widgets or Record Watchers are generating excessive event traffic review whether the environment is ready for the OpenFrame bundle update where applicable Pre-checks Confirm presence event reaches browser Confirm awa.work_item responder behaviour Enable AWA logging Verify AMB messages exist Validate AMB properties Triage Login-only issue → investigate PRB2011118 Intermittent / ongoing issue → investigate AMB saturation Delivered but not visible → investigate client-side behaviour Troubleshooting Review xmlstats.do Inspect semaphore exhaustion Identify high-volume watchers / widgets Optimise watcher filters Review known platform fixes Test mitigations in sub-production first NOTE: This checklist is intended to speed up triage and avoid unnecessary requests for broad diagnostics before baseline validation is complete. 10. Summary Most 3CLogic AWA presence sync issues fall into one of the following categories:

initial login race condition AMB message congestion custom Record Watcher or widget flooding client-side rendering or notification gap The most effective troubleshooting workflow is:

Validate event flow Confirm message creation Check AMB configuration Classify the issue pattern Troubleshoot the correct layer Apply known fixes or targeted mitigations