In AWA allow Admins to update an agent's Current Presence State to available.

[Ashish Parab]

Hello everyone,

I have a requirement in Advanced Work Assignment (AWA). As an Admin, I should be able to change an agent's Current Presence State. Some agents might forget to set themselves as 'Available,' and I need the ability to update it.

I attempted to make an agent available from the awa_agent_presence table, but the status reverts to Offline after 1–2 minutes. If anyone has worked on this or has any ideas on how to implement it, please share your insights.

Thanks in advance 😊

Regards,

Ashish

[Mark Manders]

Isn't this the user's responsibility? Are you, as admin, aware of the reason that the user didn't set himself to available? 

Shouldn't it be a better thing to alert users that they need to update their status instead of doing it for them?

[Dr Atul G- LNG]

Hi @Ashish Parab 

I believe what you're looking for is more about education rather than system enforcement.

Consider this: if there are 100 agents, updating every status can be challenging. An agent might appear available in ServiceNow but actually be away from their desk, or they may need to step away for work and intentionally set their status as "Away" or "Offline."

This is more about educating users rather than forcing everything through the tool. Hope you understand my perspective on this!

[Ashish Parab · Accepted solution]

Thank you so much, @Mark Mandersand @Dr Atul G- LNGfor your responses. I convinced them not to alter any OOB functionality. However, since they still want this change, I found a scheduled job (AWA - Set Inactive Agents Offline) that sets a user to Offline every 1 minute. I have now updated the repeat interval of the scheduled job as per the client's requirement.

Regards,

Ashish

[Dr Atul G- LNG]

Hi @Ashish Parab 

I understand your situation. Sometimes, we have to do what the client wants. I would suggest just monitoring this job for now, and after a month, show the performance report. Then, you can ask the client to review it and confirm if the job has any side effects.

Also please close the thread.