Is it possible to use AWA on Alert table (none-task tables)

[PavelP]

Hello,

we are currently implementing Advanced Work Assignment module for a customer. Their requirement is to use the tool for assigning Incidents, and Alerts coming from Event Management.

However, em_alert table is not a Task-based table, and thus it does not appear as an option in the AWA Service Channels. The Alert table does have an Assign-to and Assignment group, so I'd expect it could work with the AWA. Is there any way to add the Alerts to the functionality?

Thanks in advanced

Best regards

Pavel

[Marcos Kassak]

Hi @PavelP,

I think that's because some alerts do come with assignment group information that you can map, such as:

then:

But if you want to use ServiceNow - have you tried the classic Assignment Rule instead of AWA?

[PavelP · Accepted solution]

We managed to find a workaround - if you force tables technical name em_alert table into the AWA Service Channel definition, it will work, automatically linking assigned to fields, and tables fields into the filter.

While likely not supported in long-term, it works like this as expected.