State is Pending Accept for Work Item in ServiceNow Advanced Work Assignment

[Najmuddin Mohd]

Hello Everyone,

When work items are created using Advanced Work Assignment, they can have the states Accepted, Cancelled, Queued, or Pending Accept.

I understand the first three, but could you explain what Pending Accept means?

Does it mean the work item is forcefully assigned to the agent?

Thanks in Advance.
Regards,
Najmuddin.

[SumanthDosapati · Accepted solution]

@Najmuddin Mohd 

The work item is allocated to the selected agent. The agent gets an alert on the assigned work item.

• If the agent accepts the work item and the status moves from Pending Accept to Accepted state. The ​Assigned To field is updated​ with the agent's name.
• If the agent rejects the work item and the status moves to Queued state.
• If the agent does not accept the work item for a long time, with the status as Pending Accept and you must allocate it again.

Accept the solution and mark as helpful if it does, to benefit future readers.
Regards,
Sumanth