AWA - Double accept required

[s_lore]

Hi all,

I configured an AWA queue as per the screenshot 1 but even if the auto assign is true, the user still has to accept the ticket when he opens it in the CSM/FSM Workspace (as per the screenshot 2).

Could you kindly tell me if there is a way to effectively bypass the second acceptance? 

 

 

[vaishali231]

hey @s_lore 
Are you referring to the Accept action on the AWA inbox card, or a second Accept action shown after the case is opened in CSM/FSM Workspace?

[s_lore]

I'm referring the the accept at the record level, not in the inbox

[vaishali231]

hey @s_lore 

One approach is to create a Before Business Rule on awa_work_item that changes the state from Pending Accept - Accepted. This can be done through the BR condition/action without necessarily requiring a script. 

(function executeRule(current, previous) {
    if (current.state == 'pending_accept') {
        current.state = 'accepted';
    }
})(current, previous);

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If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

Regards

Vaishali Singh
Linkedin - https://www.linkedin.com/in/vaishali-singh-2273361bb

[s_lore]

Hi,

Thanks for the reply, but as you can see in the screenshot below, the work item is already in state Accepted, so I don't need the BR.

Simone