How to install Advanced Work Assignment
How do i purchase and install AWA?
Forum Posts
Restrict Form Templates results to show templates from a particular group only
I’m working in Service Operations Workspace and trying to customize the Form Templates experience.What I want to achieveOn a record page (Incident, Request, etc.), in the sidebar on the right, I want a second "Templates" tab/icon that shows only reco...
How to prevent duplicate CI's using Agentic AI
Managing Duplicate CIs & Hardware Assets Just Got Easier through AgentAI! Many organizations struggle with duplicate Configuration Items and hardware assets in their CMDB. It affects data accuracy, reporting, audits, and overall IT operations.But now...
Resolved! HRSD AWA issue for getting a popup on HR agent workspace inbox
Hi Community,I am working on HRSD Advanced Work Assignment (AWA).I have configured:Service Channel for HR casesQueue mapped to the service channelAgent assignment eligibilityRouting to HR Tier 1 groupAgents are members of the HR Tier 1 groupUsing HR ...
Resolved! Possibility of configuring Microsoft Teams Quick Action in Agent Chat ServiceNow
Is it possible to configure a Microsoft Teams quick action similar to the Zoom quick action available in ServiceNow Agent Chat?Any guidance would be appreciated.
Record Producer
I have a record producer that creates an incident.Issue: Multiple incidents are getting created for a single submission.What are the common reasons for this behaviour?
Why don’t complaints created outside business hours appear in the queue after schedule opens?
We have configured a schedule on an AWA queue so that work is assigned only between 9:00 AM and 4:00 PM BST.Our expectation:If a complaint is created outside this time range, it should remain in the queue and then appear in “Queued Work” once the sch...
Need help to create Agent chat reports
Hi Team,I’m trying to create reports/dashboards for Virtual Agent metrics. Currently, I can generate reports only from the interaction and aws_interaction tables. The required data appears to be in the conversation table, but reporting on it requires...
How AWA Agent Presence and Capacities is filtering agents
Hi community, I want to ask you about AWA Agent Presence and Capacities, the thing is how can I edit this table that I am not aloud to see (I am Admin). For example this table and after completing all the necessary config (Channnels, queues, etc) I a...
Resolved! Why does the agent’s name appear in the "Last Updated By" field when work is assigned by AWA?
Hello all,We noticed something in Advanced Work Assignment (AWA) and wanted to check if this is expected behavior.When a work item gets auto‑assigned by AWA, the update on “Assigned to” field in the activity section shows the agent’s name instead of...
Service now with after chat survey
Hi,I just wanted to check if anyone tried to install a survey for a chat window so when the window is about to close, the customer can survey.
developer edition
Guys, is gen ai is available in zurich developer edition latest release...
Live Chat - Agent timeout settings
Hi All, could you please guide in configuring the below requirements for Live Chat :1. Can you please assist me with the requirement where if all the agents are full to the max capacity, the system allows the user to wait for 15 min?we have already s...
Resolved! New Service Channel on Interaction table
Hi All, we are working on a requirement where we need multiple service channel on Interaction table (for different Live Chat configured) due to below cases:1. Team A is using OOB 'Chat' service channel with Max capacity as 4 for Live Chat12. Team B i...
