HRSD AWA issue for getting a popup on HR agent workspace inbox

[lokademanisha]

Hi Community,

I am working on HRSD Advanced Work Assignment (AWA).

I have configured:

• Service Channel for HR cases

• Queue mapped to the service channel

• Agent assignment eligibility

• Routing to HR Tier 1 group

• Agents are members of the HR Tier 1 group

• Using HR Agent Workspace

Issue:
When an HR case is routed via AWA, the case gets assigned correctly, but the agent does not receive any popup/inbox notification in HR Agent Workspace to Accept or Reject the case.

Expected behavior is that when AWA routes a case to an eligible agent, the agent should receive a workspace popup (Accept/Reject).

Could you please help with:

• Required configurations to enable Accept/Reject popup in HR Agent Workspace

• Any mandatory settings in Service Channel, Queue, or AWA Routing Rules

• Whether this behavior is out-of-the-box for HRSD or requires custom configuration

• Common reasons why the AWA assignment popup does not appear

Any guidance or troubleshooting steps would be greatly appreciated.

Thanks in advance.

[prajaktajga · Accepted solution]

Hello @lokademanisha ,

Please refer the below link :-
https://www.servicenow.com/docs/r/xanadu/servicenow-platform/advanced-work-assignment/implement-awa....
If not resolved let me know will try one example and try to solve it.

[prajaktajga]

Hello @lokademanisha ,

You can refer the below link as well

https://www.youtube.com/watch?v=J3JMB3rDzW4