Advanced work assignment work item is getting auto rejected

Pavithra_Raghu
Tera Contributor

‎11-12-2024 04:51 AM

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!

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wysenk
Tera Contributor

‎12-04-2024 06:39 AM

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

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Pavithra_Raghu
Tera Contributor
In response to wysenk

‎01-06-2025 11:29 PM

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.

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