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.

[Ankur Bawiskar]

@Akhila P 

if you auto assign then hopefully that button will be gone

Enable automatic assignment of interactions to an agent 

OR

Another way is to create Before Insert business rule "awa_work_item" and set it with Accept directly

Condition: State Changes To "Pending Accept"

Actions: Set the State = Accepted

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

[Akhila P]

Hi @Ankur Bawiskar , I had tried the first method that you shared via the link. It was partially working. If multiple agents are online, the interaction is not at all getting assigned to any one of them. Can you please let me know what should be done? 

Thanks in Advance

[Ankur Bawiskar]

@Akhila P 

not very sure then