I am trying to use AWA to assign cases directly to assigned to person without providing any option of accept and reject. Is it Possible? I used BR as well but its not working.

[Rahul115]

Hi , I am trying to use AWA to assign cases directly to assigned to person without providing any option of accept and reject. Is it Possible? I used BR as well but its not working.

[Sulabh Garg]

Hello Rahul,

Yes, Its possible, 

If you do not want to do use Argent workspace to accept/reject the ticket then you can write below Business Rule on "awa_work_item" to accept the ticket automatically without agent intervention. Hope it helps

• Update / Insert
• Triggered: "State" changed to "Pending Accept"
• Action: Set "State" to "Accepted". 

Please Mark ✅ Correct/helpful, if applicable, Thanks!! 

Regards

Sulabh Garg

[Rahul115]

Thanks Sulabh, i created the same BR and State changed to accepted however assigned to field is still empty.

[Sulabh Garg]

Hi Rahul,

You have to make that agent "Available" through Aegnt workspace first, only then this BR will work..

Please Mark ✅ Correct/helpful, if applicable, Thanks!! 

Regards

Sulabh Garg

[reshmakore57046]

Hi,

If you are using a Business Rule to auto-assign the case to an available agent, then the work item will not be routed through AWA (Advanced Work Assignment).
This is expected behavior because AWA can route a work item only if the assignment is handled by AWA itself.

To use the OOB AWA auto-assignment functionality, follow these steps:

1. Go to Service Channel.

2. Open the Queue associated with that channel.

3. Navigate to the Assignment Eligibility tab.

4. Click New to create an eligibility record.

5. In the Auto-assign Handling section, enable the option:
   ✔ Enable auto-assign work items

Once this is enabled, AWA will automatically route and assign work items to available agents without needing a custom Business Rule.