Advanced work assignment

[nivethika]

Hi Team,

Can we use Advanced Work Assignment with Custom application. Seems with ITSM, HRSD, and CSM it is already available. I would like to know its possibility and procedures with custom applications.

Thanks in advance.

[Abbas_5 · Accepted solution]

Hello @nivethika,
Yes, Advanced work assignment must be used in conjunction with a workspace with the Agent Inbox included. The agents will use the workspace to view their incoming work via their inbox and to set their presence. If you are using a Configurable Workspace, you can add the Agent Inbox to that workspace.

Please refer to the below link:
https://docs.servicenow.com/en-US/bundle/vancouver-servicenow-platform/page/administer/advanced-work...

If it is helpful,mark it as a thumps-up and accept the correct solution.
Thanks & Regards,
Abbas Shaik

[Abbas_5 · Accepted solution]

Hello @nivethika,
Yes, Advanced work assignment must be used in conjunction with a workspace with the Agent Inbox included. The agents will use the workspace to view their incoming work via their inbox and to set their presence. If you are using a Configurable Workspace, you can add the Agent Inbox to that workspace.

Please refer to the below link:
https://docs.servicenow.com/en-US/bundle/vancouver-servicenow-platform/page/administer/advanced-work...

If it is helpful,mark it as a thumps-up and accept the correct solution.
Thanks & Regards,
Abbas Shaik

[Danish Bhairag2 · Accepted solution]

Hi @nivethika ,

Yes we can configure the AWA for Custom scoped apps as well. The Procedure would remain the same like how u do it for other OOTB ones.

Create 1 service channel by selecting your custom app table(You need to be in that scope in order to select the table). Rest of the steps will be same like configure queues , assignment rule. make sure u go to the presence state available & select your newly created service channel for the agents to receive work items in their inbox.

Thanks,

Danish

[nivethika]

Thank You Abbas & Danish.