Double accept when using advanced work assignment

[Marcio9]

When a person accepts the task they were assigned on agent work space it will show up again in the inbox to be accepted again. Even when you accept it the first time it is not assigned to you, only after clicked accept the second time will it finally be assigned. No other business rules other then the default ones from service-now are running. Also when i check the work items there will be two of the same work items, i'm assuming because you have to click accept twice and it creates an extra work item. 

I followed the tutorial here: Tutorial: Set up a custom service channel for change requests (servicenow.com) i'm not sure what i did wrong, or is this the normal behavior that the agent has to select accept twice?

[Marcio9]

Hi Filipe, this doesn't work. Once it's accepted by one agent it will resend it to another available agent. When the second agent accepts this creates two different work items, and when the second agent accepts it will automatically cancel the first agents work item. Also, when the first agent accepts the task it's still not assigned to them. I think this a bug on servicenow.

[Filipe Cruz]

Hi Marcio,

Best option there is to open a case in hi.service-now.com and let a support engineer analyze the issue and propose a solution.

Hope this helps!

Please, don't forget to mark my answer as correct if it solves your issue or mark it as helpful if it is relevant for you!

Best Regards,

Filipe Cruz

[Marcio9 · Accepted solution]

I just bypassed it by creating a flow that triggers when a newly created task which also has a work item in pending accept state with the same Document ID (task number) is found, then it sets the assigned_to value inside the task to the what the work item assigned_to is. This will automatically make the agent accept the task instead of them having to click accept. It's an ugly solution and although it works and gets assigned to the correct person the work item will say state cancelled.

[yyoussef11]

Hello @Marcio9  i believe you are using the old workflow to launch the approvals. 

if so, i confirm we are facing the same issue. with AWA configured to an assignment group, when an item is submitted for this group, the workflow is being triggered twice.

As a workaround you can set a timer in the workflow right before the task/approval being assigned to the group with AWA configured and the workflow won't be triggered twice.

Also moving the logic from workflow to a flow in flow designer solved the issue.

Both solutions require extra effort to move and/or update.

We have opened a support case with ServiceNow and pending their input

Thanks

Yorgo