- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
12-12-2023 12:26 AM
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
Solved! Go to Solution.
- Labels:
-
Service Operations Workspace
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
12-18-2023 12:49 AM
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.

- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
12-16-2023 07:45 AM
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?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
12-18-2023 12:49 AM
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.