Reassigning AWA work item to the agent who didn't respond or rejected it earlier

[Swathi Sree]

Hi,

I currently have a requirement as part of Advanced Work Assignment (AWA) setup to reassign the work item to the agent of the group (as provide under the assignment eligibility) even though he rejected it / the work item is transferred to another agent of the group due to timeout.

The basic setup from our end is when a case is created with necessary conditions, it'll be queued to an assignment group (as per assignment eligibility rule).

Then based on the availability of the agents of that particular group, they'll be notified with that case in their inbox. Now if this agent didn't respond or if the agent rejects the notification, then it'll be transferred to other agents of the group based on their availability.

Once all the agents of this group didn't respond/rejected this work item, then the requirement is to send the notification again to all the agents of this group in their inbox (i.e. starting the queue again)

Is it suggestable to configure this? 

If yes, any support on the configurations will be of great help. 

Thanks in advance!!

[kunsachd]

Configure whether an agent who rejected a work item is eligible to be offered the same work item.

Before you begin

Role required: admin

Procedure

1. Navigate to All > Advanced Work Assignment > Settings > Reject Reasons.
2. Click the reason record you want to change.
3. On the form, configure the Reassignable field:
   • If you want to have an agent who rejected a work item be eligible to be offered the same work item, select the Reassignable field.
   • If you do not want to have an agent who rejected a work item be eligible to be offered the same work item, unselect the Reassignable field.

   Ref: https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/workspace/task/reassign...