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
Tera Contributor

‎02-01-2022 10:27 PM

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.

 

 

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reshmakore57046
Tera Guru

Monday

Hello,

Solution / Configuration Steps:

Step 1:
Navigate to the sys_db_object table and create two fields.

 

reshmakore57046_0-1767607746389.png

 

 

Step 2 : Create a new Business Rule on the awa_work_item table.
Note: There is no need to add any script in the Advanced tab.

 

reshmakore57046_1-1767607746379.png

 

 

reshmakore57046_2-1767607746383.png

 

 

Step 3 : Create a queue in the Service Channel and configure the following:

  • Max Tries

  • Next Queue (Auto Assigned)

Note:

  • The first queue assignment rule should use Accept/Reject.

  • The Next Queue selected must use an Auto-Assignment rule.

reshmakore57046_3-1767607747196.png

 

 

reshmakore57046_4-1767607746390.png

 

Original Post - https://www.servicenow.com/community/csm-forum/how-to-auto-assign-csm-cases-after-accept-reject/m-p/...


Thank You&  Regards,

Reshma Kore.

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