Queue in Advanced Work assignment

[Rj27]

Hi,

I am trying to set a /Target wait time/ as 5sec in an incident queue so that the agent can respond within the timeframe. But this seems to be not working. The incident in the workspace is present until the agent accepts/ rejects irrespective of the target time.

Any suggestions on how this can be achieved?

[Ct111]

Hello , can you set the value in Max wait time.

Target wait time	Estimated time (Days or Hours, minutes, seconds) allotted for an agent to accept an item in the queue.
Max Wait Time	Maximum amount of time that an agent has to accept or reject a chat request. After time runs out, the requester receives the No Agents Available Message that is defined in Chat Setup. Note: The Max Wait Time field is available after you associate the queue to the chat service channel.

Refer the below link for more details;

https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/advanced-work-assignm...

Mark my ANSWER as CORRECT and HELPFUL if it helps

[Rj27 · Accepted solution]

Hi @creativethinker ,

Max wait time is available when we use chat service channel.

Anyways, it's working fine for me now. I have set the time under assignment rule.