Advanced work assignment - Assign ticket to agent auto acceptance
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03-08-2021 07:52 PM
Hi All,
In AWA can we assign ticket to agent automatically, skipping step to accept and reject.
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Advanced Work Assignment
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03-15-2021 10:04 PM
Have you looked at auto-assignment?
https://docs.servicenow.com/bundle/paris-field-service-management/page/product/field-service-management/concept/c_UseAutoAssignment.html
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03-16-2021 05:55 AM
That related to FSM, how I can enable this for in agent workspace with AWA for incident module
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03-16-2021 02:57 PM
Sorry - what I meant to suggest was assignment rules.
https://docs.servicenow.com/bundle/paris-platform-administration/page/administer/task-table/concept/c_DefineAssignmentRules.html
I haven't come across a way to automatically assign to an individual for AWA. I think the concept behind offering an item to an agent is that if the agent isn't able to work on it, then it can be automatically offered to the next available agent in the queue.
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03-17-2021 06:18 AM
Hi Tim,
Thank you for update.
We are using agent workspace for AWA in that we have configured all assignment rule also, but in this agent needs to accept or reject ticket in queue which should get auto assign instead of manual acceptance .
Can we implement and use AWA without Agent workspace ?
