How to install Advanced Work Assignment

[Joe Taylor]

How do i purchase and install AWA?

[pavani_paluri]

Hi @Joe Taylor ,

Installing the Advanced Work Assignment (AWA) plugin in ServiceNow requires an active subscription, specifically for modules like ITSM, CSM, or HR Service Delivery, and necessitates Agent Workspace for agents to receive routed work. Key prerequisites include installing the base AWA plugin (com.glide.awa), ensuring the Agent Chat application is active, and configuring service channels, queues, and assignment rules.

Key Prerequisites and Preparation
Subscription & Activation: AWA requires a separate subscription, often purchased through a ServiceNow account manager. It can be activated from the All Applications list.

Required Plugins:
Advanced Work Assignment (com.glide.awa).
Agent Chat (com.glide.interaction.awa).
Agent Workspace: Required for agents to interact with AWA.

Please refer this for detailed information on AWA:
https://www.servicenow.com/community/agent-chat-routing-and-sidebar/advanced-work-assignment-awa-faq...

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for

Kind Regards,

Pavani P

[AndersBGS]

Hi @pavani_paluri ,

Sure about agent workspace now that we should utilize "service operation workspace" as default? 

Please don't post answers that are incorrect.

[pavani_paluri]

Hi @AndersBGS ,

Could you Please help me understand what is incorrect here. I have given the plugin names that I have installed in my implementation.

[AndersBGS]

Hi @pavani_paluri ,

What is not clear? You're referencing a deprecated product on your solution "agent workspace". As I wrote in my comment which is quite clear: "sure about agent workspace now that we should utilize "service operation workspace" as default?"