AWA case not opened from prompt but opened from list view but still prompt does not go away

[sri vijaya]

Hi

we have customized AWA(Advanced work assignment) to automatically assign HR cases to agents directly in our instance and its working fine

The agents will get pop ups in panel, when they are available in HR agent workspace

so we have a question here -

when agents are getting cases through AWA and if they are not opening from that panel pop ups(shared screenshot below) instead if they have been opened from general Lists->my LIST-> open the case and do some work on that case, but still that pop up is not going from the panel

so is this OOTB in AWA? Please help to answer this question

@Ankur Bawiskar @Dr Atul G- LNG @J Siva 

[Ankur Bawiskar · Accepted solution]

@sri vijaya 

I believe it's OOTB behavior.

I will suggest to train the users to use that panel so that they are used to this behavior.

If my response helped please mark it correct and close the thread so that it benefits future readers.