In AWA, can we utilize both Condition mode (Simple & Advance) together.

poojapravin0057
Tera Contributor

‎08-08-2024 12:57 AM

Service Operations Workspace forum

 

I have a requirement, where I have to configure both condition as well as script in AWA, is there a possible way where in which i can make sure that it is checking the script as well as the condition. Because in assignment rule we had the functionality to utilize both, but it seems that in Advance work assignment, there is a Condition mode given under Queue (Simple & Advance).

 

 

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Haseeb-Ahmed
ServiceNow Employee
ServiceNow Employee

‎08-08-2024 06:51 AM

Hi @poojapravin0057 

 

As per the official documentation below "Routing conditions can be created in one of two ways:

  • Simple: use a condition builder to select routing conditions. The fields available for selection are based on the selected service channel.
  • Advanced: use a JavaScript script to identify routing conditions.

https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/advanced-work-as...

 

1. Your point seems reasonable why difference b/w assignment rules/Advance work assignment

2. As per my understanding advanced script condition can be used to achieve cases possible by simple condition

3. If there is anything cannot be done via script, we may create an enhancement request

 

Please accept the solution or give a thumbs up if it answers your query.

Thanks,
Haseeb Ahmed

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