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?

[sas1]

Hi all,   I am trying to setup the same to automate the acceptance of the work item. Created a Before Insert BR (also tired with After Insert) on awa_work_item  but I cant seem to make it work.

Can you pls provide some guidance?

My BR condition is before insert if state is Pending Assignment.

Thanks!

[Andrei_Idiceanu]

Hello, 

Do you still have this issue? The solution that worked for me is 1) changing the awa_work_item record to Accepted state, but also at the same time 2) the actual ticket (the records itself, incident, case....) needs to be Assigned to the same person, otherwise the work item gets back in the queue. 

I made a simple flow in Flow Designer if you want me to show you. 

Cheers!

[sas1]

Thanks for following up. I resolved my issue by creating a Script Action on login event (saw anoehr thread about this approach in the community). So I set the user's status to Available on login to the instance and then I let AWA configurations take its course. This worked for me nicely. 

I also set the property com.glide.awa.agent_inactivity_threshold_seconds to the desired threshold so the user won't be set to Offline by the AWA job which runs every 1 min.

However, with the above setup, Agents are kept in the 'Available' state, even after they log out or are inactive for the configured inactivity threshold. To resolve this, I was advised by SNOW Support to create another Script Action on logout to set them to Offline. 

[Justin21]

Thanks, Andrei! Your solution worked!

[Dom G]

Hi Andrei,

Sure, I'd like to see your flow in Flow Designer