Double accept when using advanced work assignment

Marcio9 · ‎04-26-2022

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 · ‎05-05-2022

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.

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Filipe Cruz · ‎04-26-2022

Hello Marcio,

Can you paste here the rules you are using the the your channel queue?
Seens that your work item is hitting the channel queue conditions twice, that's why they are appearing two times for acceptance.

Share that information so I can have a look!!

Best Regards,

Filipe Cruz

Marcio9 · ‎04-26-2022

Marcio9 · ‎04-26-2022

You meant the queue or the service channel? i attached the request queue.

Filipe Cruz · ‎04-26-2022

Hi Marcio,

That is the one I was looking for.
Can you please add the condition on top of the condition you already have:

assigned to is empty

In principle, from the moment you accept that record, it will be assigned to a user. So the item will no longer to back to be evaluated by the queue since it does not match the criteria.

Test that and let me know the result.

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