Why does the agent’s name appear in the "Last Updated By" field when work is assigned by AWA?

[patil uv]

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 a system user or AWA process. This happens even when the agent did not manually accept or update the record.

[SANDEEP DUTTA]

Hi @patil uv ,

It's because it's been done by the system with AWA( which is the automated process) on behalf of the Agent.

[patil uv]

hi @SANDEEP DUTTA 

thanks for quick reply. do we can servicenow document in which snow has been mensioned the same thing?

[patil uv]

hi @SANDEEP DUTTA 

thanks for quick reply. do we have servicenow document in which snow has been mentioned the same thing?

[SANDEEP DUTTA · Accepted solution]

I don't have a document which says exactly the same ,  but this is as per my experience in AWA i said.

@patil uv