Auto-accept in Advanced work Assignment

[Dom G]

In AWA, in order to have work items automatically accepted, to not depend on the agent to accept the work item, I've implemented a business rule, if the state is "pending Accept", to  set the state to "accepted". But something strange seems to be happening. Every time a task comes into the queue, it gets offered to two agents, simultaneously. The task, then becomes accepted ( via the business rules) by both agents, but actually only becomes assigned to one of the two agents. The real problem is the this is breaking the assignment rule, which I have set to "last assigned". Any ideas on this?

[Brad Bowman]

Hi Dom,

I just want to make sure - before the Business Rule, when a task came into the queue, it was still offered to two agents simultaneously?  I couldn't tell if this was expected behavior or part of the problem.  Please post the Business Rule settings and script.

[Dom G]

it's part of the problem. thank you.

[manishaidhate]

Hi Dom,

We are having same requirement, can you share Business rule so with this I can also check issue.

[Trent Woods]

Hey Dom

Just had this exact same issue. It was another business rule (De-current-ize other work items) setting the work item record to active=false as well as using an after rule instead of before. Not sure what that BR is for so I am leaving it active for the moment.

I just made my business rule a before rule and set the order over 1000. Also made sure to set active = true on the work item record and it stopped creating multiple work item records.