Advanced Work Assignment release notes
The ServiceNow® Advanced Work Assignment (AWA) application automatically assigns work items to your agents, based on their availability, capacity, and optionally, skills. AWA was enhanced and updated in the Washington DC release.
Advanced Work Assignment highlights for the Washington DC release
Added a system property to keep pending_accept state work items in the Agent Inbox until the assignment times out even when the Max Wait Time is met.
See Advanced Work Assignment for more information.
New in the Washington DC release
- Added a system property
- The glide.awa.bypass_max_wait_time.enabled system property keeps pending_accept state work items in the Agent Inbox until the assignment times out even when the Max Wait Time is met. This property defaults to true.
Activation information
Advanced Work Assignment is a ServiceNow AI Platform feature that is available with activation of the Glide Advanced work Assignment plugin (com.glide.awa). For details, see Get started with Advanced Work Assignment.
Browser requirements
Advanced Work Assignment doesn’t support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge-Chromium or one of the other supported browsers that are listed in Browser support.