Automatically assign Assignment group and Assigned to fields

Fromsee Genene · ‎10-19-2022

How to Automatically assign Assignment groups and Assigned to fields using AWA before the assigned accepts the inbox chat.

Aman Kumar S · ‎10-19-2022

Auto-assign handling
Specify if agents can automatically accept work items without selecting Accept or Reject.

Enable auto-assign work item: select this check box if agents can automatically accept work items without selecting Accept or Reject.
Display options: Inbox card or Inboxcard and Workspace tab

For more details refer to below link:

https://docs.servicenow.com/en-US/bundle/tokyo-servicenow-platform/page/administer/advanced-work-ass...

Best Regards
Aman Kumar

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GV Jan Moser · ‎12-21-2022

Can you please give us more info about that? I cannot see the "Enable auto-assign work items" checkbox as well. Checking "Allow agents to reject" does not make any change anywhere. Does it come with some plugin for example? Thanks.

Fromsee Genene · ‎12-21-2022

No, there is a check box at Tokyo PDI, if you're not in Tokyo upgrade your instance.