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

[Sulabh Garg]

@Balaraju K B - I hope my response helped you or any follow up is required? Please mark the response as correct/helpful if applicable so that this thread can be closed.

[jiral]

This solution won't work, while it does set the state to accepted but it will not longer show up in the Inbox. There's a couple of posts for the same issue but yield no solution.

[nmaneely]

With the Tokyo release, you can now 'auto-assign' items. Agents who have capacity will no longer have to 'Accept' items; they are automatically assigned - https://docs.servicenow.com/bundle/tokyo-it-service-management/page/product/service-operations-works...

[sri vijaya]

Hi @nmaneely 

could you please explain the process how to auto assign to agents