Advanced Work Assignment (AWA) - How to configure to show manual assignments in inbox?

[Rhianna]

Does anyone know if it's possible to configure AWA to also show work items (tickets) in the agent's inbox that have manually been assigned directly to the agent?

Thanks!

[Musab Rasheed · Accepted solution]

Hello,

Short answer is No!

[GV Jan Moser]

I dont know if I understood your question properly so... It depends.

Basically, AWA works for distribution of unassigned items (unassigned Incident was created so you want AWA to find proper agent for it). BUT, if your scenario is "I have an incident, I manually assigned it to some agent and now I want to notify this agent by sending him workitem into his Inbox so I dont have to Slack him or email him", then the answer is Yes, you can.

Work items are nothing more than records in awa_work_item table so just create BR on Incident table (or whatever table where manuall assignation is happening in your scenario) that reacts on Assigned to change (manuall assignation) and that creates Work item connected to that Incident (Workitem -> Document ID), Assigned to that agent (Workitem -> Assigned To = Incident => Assigned To) and in state "Pending accept".

Such workitem appears in your agent's Inbox and here you go: you agent was notified about the ticket that was manually assigned to him.

Jan