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‎03-24-2022 02:05 PM
Hi all, we have installed the Advanced Work Assignment for Incident plugin. We want to use Advanced Work Assignment on incidents but we want incidents to be auto-assigned to an Agent after it has been routed to them. The problem is that the Agent has to select the 'Accept' button before it is assigned to them. Is there a way that we can automatically assign the incident to the Agent once the incident has been routed to them?
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‎03-24-2022 08:57 PM
There isn't an out of the box way to configure AWA in this manner (at least not yet) and it looks like some attempts have been made to do this, with mixed results.
Based on the comments, this might be something ServiceNow is working to add as a feature but for now it's not available.
I hope this helps!
If this was helpful, or correct, please be kind and mark the answer appropriately.
Michael Jones - Proud member of the GlideFast Consulting Team!
Michael D. Jones
Proud member of the GlideFast Consulting Team!
- Mark as New
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‎03-24-2022 08:57 PM
There isn't an out of the box way to configure AWA in this manner (at least not yet) and it looks like some attempts have been made to do this, with mixed results.
Based on the comments, this might be something ServiceNow is working to add as a feature but for now it's not available.
I hope this helps!
If this was helpful, or correct, please be kind and mark the answer appropriately.
Michael Jones - Proud member of the GlideFast Consulting Team!
Michael D. Jones
Proud member of the GlideFast Consulting Team!
