Advanced work assignment - Assign ticket to agent auto acceptance

[manishaidhate]

Hi All,

In AWA can we assign ticket to agent automatically, skipping step to accept and reject.

[cstone]

We are trying to do the same thing.  We previously had automatic assignment working successfully in Orlando through the use of a business rule on the "awa_work_item" table.

Update / Insert

Triggered: "State" changed to "Pending Accept" AND "Assigned To" is not empty

Action: Set "State" to "Accepted".  

Order: 950

This worked fine for a year, and then we upgraded to Paris and it instantly broke.

Now if you set the state to "Accepted" through BR or manually, the system ignores it and creates a new duplicate "Pending Accepted" work item on the table.

We are trying to find a workaround, but so far no success.

[Dom G]

Hi cstone, have you found a work around yet?

[Andrei_Idiceanu]

Hello, 

Do you still have this issue? The solution that worked for me is 1) changing the awa_work_item record to Accepted state, but also at the same time 2) the actual ticket (the records itself, incident, case....) needs to be Assigned to the same person, otherwise the work item gets back in the queue. 

I made a simple flow in Flow Designer if you want me to show you. 

Cheers!

[Akshya]

Hi Andrei,

Can you show the solution that worked for you?

Thank you,

Akshya

[ravi1_tandon]

Hello Andrei,

Can you share some details as we are also trying to enable this?