AWA Agent Consult API

Handles agent consult work items.

This API requires the Advanced Work Assignment plugin (com.glide.awa) and the awa_integration_user role.

For more information about AWA, see Advanced Work Assignment.

Use the AWA Offer Work API to initiate a consult transfer to an agent or a queue.

AWA Agent Consult - PUT /now/awa/consult/end

Ends a consult work item.

When a document is consult transferred to an agent, the respective work item must be closed with the appropriate consult state, either Transferred or Ended.

A work item is a single piece of work handled by an AWA agent from start to finish. A work item is created based on a document, such as an interaction or task.

URL format

Versioned URL: /api/now/{api_version}/awa/consult/end

Default URL: /api/now/awa/consult/end

주:

Available versions are specified in the REST API Explorer. For scripted REST APIs there is additional version information on the Scripted REST Service form.

Supported request parameters

표 1. Path parameters

Name	Description
api_version	Optional. Version of the endpoint to access. For example, v1 or v2. Only specify this value to use an endpoint version other than the latest. Data type: String

표 2. Query parameters

Name	Description
None

표 3. Request body parameters (JSON or XML)

Name	Description
document_sys_id	Sys_id of the document associated with the consult work item. A document is any record in any table, such as an interaction, case, or incident. Data type: String
hand_over	Flag that indicates whether a consult transfer must be ended or transferred. Valid values: true: Transfer the document to consult agent and set the consult work item’s consult state as Transferred. false: Ends the consult transfer and set the consult work item’s consult state asEnded. 주: If the consult work item’s consult state is Requested, the state changes to Cancelled. Data type: Boolean

Headers

The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.

표 4. Request headers

Header	Description
Accept	Data format of the response body. Supported types: application/json or application/xml. Default: application/json
Content-Type	Data format of the request body. Supported types: application/json or application/xml. Default: application/json

표 5. Response headers

Header	Description
None

Status codes

The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.

표 6. Status codes

Status code	Description
200	Successful. The request was successfully processed.
400	Bad Request. A bad request type or malformed request was detected.
401	Unauthorized. The user credentials are incorrect or have not been passed.
403	Forbidden. Possible reasons: The user doesn't have the awa_integration_user role. The value of the glide.awa.enabled property isn't true. This property is listed in the System Property [sys_property] table if the Advanced Work Assignment (com.glide.awa) plugin is installed. For more information, see Components installed with Advanced Work Assignment.
404	Not found. The requested item wasn't found.
500	Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error.

Response body parameters (JSON or XML)

Name	Description
success	Flag that indicates whether the ending consult is successful. Valid values: true: The ending consult is successful. false: The ending consult is unsuccessful. Data type: Boolean
message	Success or failure information for the ending consult. Possible values: Consult is successfully ended. – Success. Cannot find the work item for document ID: <api_caller_sys_id> – Make sure the active consult work item exists for the document. Data type: String

Sample cURL request

curl "https://instance.servicenow.com/api/now/awa/consult/end" \
--request PUT \
--header "Accept:application/json" \
--header "Content-Type:application/json" \
--data '{
    "document_sys_id": "59616aba87bd5210be070d48dabb35e6",
    "hand_over": "true"
}' \
--user 'username':'password'

{
  "result": {
    "success": true,
    "message": "Consult is successfully ended."
  }
}