How to Remove "Accept" in Agent Workspace Inbox for Agent

[Balaraju K B]

Hi All,

I want to Remove the "Accept" button in Agent workspace Inbox currently OOB after clicking on Accept button only it is assigning the ticket to Agent but I want to remove this Accept button and Assign the ticket to Directly to agent who is available. Please let me know any solution possible for this?

@Ankur Bawiskar Any idea on this?

Thanks,

Bala

[Musab Rasheed · Accepted solution]

Hi @Balaraju K B ,

It's not possible to remove that, I would suggest you disable AWA for this and make use of Assignment rules or Write Business rule to directly assign. mark my answer as correct if that helps.

Regards

[cuchi]

Hi Musab,

i hope this email finds you well.

i wonder if you know why the ACCEPT button could be missing.

when an end user starts a chat i only get an OPEN button.

Then, if i click on the open button, the end user popup show as live chat is still looking for an available agent. As a result of this, the user cannot type anything.

regards,

Max

[Niranjan2]

Hi @Musab Rasheed 
Could you please provide your inputs for below post
https://www.servicenow.com/community/virtual-agent-forum/advanced-work-assignment-looking-to-change-...

[Sulabh Garg]

Hello Balaraju,

Similar question was asked before in the community and instead of remove the "accept" button, you can create a below BR to directly assign the ticket to agent without click on the Accept button.

you can write below Business Rule on "awa_work_item" to accept the ticket automatically without agent intervention. Hope it helps

• Update / Insert
• Triggered: "State" changed to "Pending Accept"
• Action: Set "State" to "Accepted". 

Please Mark ✅ Correct/helpful, if applicable, Thanks!! 

Regards

Sulabh Garg