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

patil uv
Tera Contributor

6 hours ago

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.

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SANDEEP DUTTA
Tera Patron
Tera Patron

6 hours ago

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.

Thanks,
Sandeep Dutta

Please mark the answer correct & Helpful, if i could help you.
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patil uv
Tera Contributor
In response to SANDEEP DUTTA

5 hours ago

hi @SANDEEP DUTTA 

 

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

 

 

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patil uv
Tera Contributor
In response to patil uv

5 hours ago

hi @SANDEEP DUTTA 

 

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

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