Advanced work assignment work item is getting auto rejected

[Pavithra_Raghu]

I'm configuring  Advanced Work Assignment (AWA) in ServiceNow, and I'm facing an issue where Case tasks are being automatically rejected for users with the reason "No access." I've added the necessary roles (like `awa_agent` and 'sn_customerservice.case_task.agent'), but the problem persists.

Has anyone encountered this problem or can suggest further steps? Is there any other specific role or configuration I might be missing, especially related to AWA and workspace settings?

Thank you in advance for any help or insights!

[wysenk]

Hi did you manage to find a solution? I am facing the same issue. 

[Pavithra_Raghu · Accepted solution]

Hi @wysenk , try assigning the "sn_customerservice.case_task.agent" role; if the role has already been assigned, check for any custom ACLs that restrict the role from accessing the case task. 

In my case, the error was resolved after assigning the sn_esm_agent role to the agent.