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, the skills. Advanced Work Assignment was enhanced and updated in the Xanadu release.
Advanced Work Assignment highlights for the Xanadu release
- Enable Advanced Work Assignment integration with third-party providers with the External Routing feature.
- Migrate the Advanced Work Assignment dashboards to Next Experience.
- Defined the External Routing Test Tools plugin (com.glide.awa.external.test_tools) with a simple external routing ATF-based test implementation.
See for more information.
New in the Xanadu release
- Use the updated Admin UI to enable the integration of Advanced Work Assignment with third-party contact-center-as-a-service (CCaaS) providers with the External Routing functionality.
- Migrate the AWA dashboards - Interactions, Messaging, Task, and Operations dashboards - to Next Experience.
- Defined the External Routing Test Tools plugin (com.glide.awa.external.test_tools) with a simplified external-routing-provider ATF-based sample implementation to receive and process REST calls about external events.
Align the payloads generated by the demo data for the sample implementation to process and use the ATF-based tool to verify any modified components.
UI changes
- The external Boolean UI visibility is available in the Advanced Work Assignment - External Routing Support plugin (com.glide.awa.external), so that users who have the external queue configured pre- Xanadu can view the field post upgrade to Xanadu.
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 .
To use the External routing functionality on your instance, you must activate the External Routing Support plugin (com.glide.awa-external).
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.