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?

[Eric Merkle]

Yes, it was released in Toyko. Below is the docs link that mentions the functionality. I'm working with a different product now so if you have feedback. We have another PM that covers this now. 

Auto-assign handling on the assignment rules 

https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/advanced-work-assignmen...

[Sridhar10]

Is there a way to have an assignment rule to auto assign incidents/catalog tasks to engineers based on caller or Requested for location? If so, could anyone point me to any online resources that talks about this?

[rosebwalker]

It sounds like you are encountering a race condition in your workflow. When the task is offered to two agents simultaneously, both agents may be attempting to accept the task at the same time, which could result in both agents seeing the task as "accepted". To resolve this issue, you could consider implementing a locking mechanism to ensure that only one agent can accept the task at a time.
Check: pax-umzuege

One way to achieve this is by using a flag or a lock on the task that can be set when the task is being accepted by an agent. The flag or lock can be checked by other agents before they attempt to accept the task, to ensure that the task is not already being processed by another agent.

Another solution could be to use a database transaction to ensure that the task is only updated by one agent at a time. This will ensure that only one agent can accept the task, and any subsequent attempts by other agents to accept the task will fail until the transaction is completed.

I hope this helps you resolve the issue you are encountering with your workflow.