How to find the accept button configuration

[Akhila P]

Hello everyone,

I’m currently working on customizing the Agent Workspace in ServiceNow (SOW), and I’d like to modify the behavior of the "Accept" button that appears for agents in the Inbox.

Specifically, I want to know:

• Where is the "Accept" button configured in the Agent Workspace?

• Is it part of a UI Action, UI Component (via UI Builder), or controlled through AWA (Advanced Work Assignment)

• How can I locate and customize or remove this button

Any guidance or references to documentation would be greatly appreciated

Thank you in advance.

[shun6]

Hi @Akhila P,

You can modified here.

Docs: Configure agent presence states 

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Thanks.

[Akhila P]

Hello @shun6 , I'm currently working on deactivating the Accept button in Agent Workspace, not the agent's status. I'm attaching a screenshot for your reference. Please let me know if you know how to deactivate it.

[shun6]

Hi @Akhila P,

I searched past community post but it seems difficult to deactivate Accept button.

If you want to assign ticket automatically to agent without choices(Accept/Reject), you can use  Assignment Rule.

Below post is related to this topics.

Solved: How to turn off Accpet/reject inbox card in AWA - ServiceNow Community

Solved: How to Remove "Accept" in Agent Workspace Inbox fo... - ServiceNow Community

Thanks.

[Ankur Bawiskar]

@Akhila P 

if you auto assign then hopefully that button will be gone

Enable automatic assignment of interactions to an agent 

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