The AWA (Advanced Work Assignment) Agent API provides endpoints to manage agent presence, channel availability, and workload.

This API requires the Advanced Work Assignment (com.glide.awa) plugin and the awa_integration_user role. For more information, refer to Advanced Work Assignment.

AWA Agent - GET /now/awa/agents/{user_id}

Returns the current agent presence state and channel availability.

URL format

Versioned URL: /api/now/{api_version}/awa/agents/{user_id}

Default URL: /api/now/awa/agents/{user_id}

Note: 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

Table 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
user_id Sys_id of the work item.
The work item must meet the following criteria:
  • Work item must be assigned to the specified agent.
  • Work item must be in Pending Accept state.

Data type: String

Table: AWA Work Item [awa_work_item]
Table 2. Query parameters
Name Description
None
Table 3. Request body parameters (XML or JSON)
Header Description
presence.channels.available Flag that indicates whether the channel is available.
Possible values:
  • true: Channel is available.
  • false: Channel isn't available.

Data type: Boolean
presence.channels.sys_id Channel sys_id.

Data type: String

Table: Service Channels [awa_service_channel]
presence.sys_id Presence state sys_id.

Data type: String

Table: Presence States [awa_presence_state]

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.

Table 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
Table 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.

Response body parameters (JSON or XML)

Table 7. Response body parameters (JSON or XML)
ParameterDescription
error Details describing an error encountered during the request process.

Data type: Object

"error": {
  "detail": "String",
  "message": "String"
}
error.detail Details of the error encountered during the request process.

Data type: String
error.message Message for the error encountered during the request process. Each error message has a corresponding description in the detail property.
Possible values:
  • Record Not Found: Information provided in the request body is inaccurate or doesn't exist.
  • User Not Authenticated: User doesn't have the awa_integration_user role.

Data type: String
presence Information about an agent's current presence state and channel.

Data type: Object

"presence": {
  "available": Boolean,
  "channels": [Array],
  "name": "String",
  "sys_id": "String"
}
presence.available Flag that indicates whether the agent is available.
Possible values:
  • true: Agent is available.
  • false: Agent isn't available.

Data type: Boolean
presence.channels List of objects that describe the available channels of communication with the agent.

Data type: Array of Objects

"channels": [
  {
    "available": Boolean,
    "name": "String",
    "sys_id": "String"
  }
]
presence.channels.available Flag that indicates whether the channel is available.
Possible values:
  • true: Channel is available.
  • false: Channel isn't available.

Data type: Boolean
presence.channels.name Channel name, such as Chat or Phone.

Data type: String
presence.channels.restrict_update Flag that indicates whether the user can restrict updates, that is, select the channel for availability.
Possible values:
  • true: The user can select this channel for availability.
  • false: The user can't select this channel for availability.

Data type: Boolean
presence.channels.service_channel_type Service channel type, such as chat. Possible values vary depending on plugins installed.

Data type: String
presence.channels.sys_id Channel sys_id.

Data type: String

Table: Service Channels [awa_service_channel]
presence.name Name of the agent's presence state.
Possible values:
  • Available
  • Unavailable

Data type: String
presence.restrict_update Flag that indicates whether the user can restrict updates.
Possible values:
  • true: User can restrict updates.
  • false: User can't restrict updates.

Data type: Boolean
presence.sys_id Presence state sys_id.

Data type: String

Table: Presence States [awa_presence_state]
status Status of an unsuccessful request. This property is only included in the response if there is an error.

Valid value: failure

Data type: String
sys_id Agent sys_id.

Data type: String
workItem

workItem: Information about the work item that is associated with the event.

Data type: String
workItem.document workItem.document: List of documents associated with the work item task.

Data type: String
workItem.document.sys_id workItem.document.sys_id: Sys_id of the document assigned to the work item task.

Data type: String
workItem.document.table workItem.document.table: Name of the document table assigned to the task.

Data type: String
workItem.previousWorkItem workItem.previousWorkItem: Sys_id of the previous work item for the same document ID. For the non-transfer work items this value is empty.

Data type: String
workItem.serviceChannel workItem.serviceChannel: List of service channels associated with the work item task.

Data type: String
workItem.serviceChannel.name workItem.serviceChannel.name: Name of the service channel, such as Chat or Phone.

Data type: String
workItem.serviceChannel.sys_id workItem.serviceChannel.sys_id: Sys_id of the service channel.

Data type: String
workItem.size workItem.size: Agent's capacity used when this work item is assigned to the agent.

Data type: String
workItem.sys_id workItem.sys_id: Sys_id of the work item that was accepted or offered.

Data type: String
workItem.isQueueTransferred workItem.isQueueTransferred: Flag that indicates whether the work item is queue transferred. Set to true if the work item is queue transferred, false if it isn't. For more information on queue transfers, see Transfer a chat to another queue.

Data type: Boolean
workitem.isAutoAccepted workItem.isAutoAccepted: Flag that indicates whether the work item was automatically accepted by the system. Set to true if the work item was auto-accepted.

Data type: Boolean

Example: Sample cURL request

curl -X GET \
https://instance.servicenow.com/api/now/awa/agents/46d44a23a9fe19810012d100cca80666 \
-H 'Accept: application/json' \
-H 'Content-Type: application/json' \
-u 'username':'password'\
{
  "result": {
    "presence": {
      "name": "Available",
      "sys_id": "0b10223c57a313005baaaa65ef94f970",
      "available": true,
      "channels": [
        {
          "name": "Chat",
          "available": true,
          "sys_id": "27f675e3739713004a905ee515f6a7c3"
        }
      ]
    },
    "sys_id": "46d44a23a9fe19810012d100cca80666"
  }
}

AWA Agent - GET /now/awa/agents/{user_id}/capacities

Returns an agent's channel capacities, universal capacity, and the current workload to see if the agent can handle a case.

Use the AWA Agent - PUT /now/awa/agents/{user_id}/capacities method to modify the channel and universal capacities of an agent.

See also:

URL format

Versioned URL: /api/now/{api_version}/awa/agents/{user_id}/capacities

Default URL: /api/now/awa/agents/{user_id}/capacities

Note: 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

Table 8. 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
user_id Sys_id of the agent listed.

Data type: String

Table: User [sys_user]
Table 9. Query parameters
Name Description
None
Table 10. Request body parameters (XML or JSON)
Name Description
None

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.

Table 11. Request headers
Header Description
Accept Data format of the response body. Supported types: application/json or application/xml.

Default: application/json
Table 12. 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.

Table 13. Status codes
Status codeDescription
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)

NameDescription
channels List of objects that describe the available channels of communication with the agent. 
"channels": [
  {
    "channel_sys_id": "String",
    "current_workload": Number,
    "max_capacity": Number
  }
]

Data type: Array
channels.channel_sys_id Channel sys_id.

Data type: String

Table: Service Channels [awa_service_channel]
channels.current_workload Number of work items on a specific service channel currently assigned to the agent.

Data type: Number
channels.max_capacity Maximum workload on a specific service channel that the agent can be actively assigned to at a time.

Data type: String
error Details describing an error encountered during the request process.

Data type: Object

"error": {
  "detail": "String",
  "message": "String"
}
error.detail Details of the error encountered during the request process.

Data type: String
error.message Message for the error encountered during the request process. The description is provided in the error.detail property.

Data type: String
status Status of an unsuccessful request. This property is only included in the response if there is an error.

Valid value: failure

Data type: String
universal_capacity Maximum capacity for the agent across all service channels. If an agent's current workload equals the maximum universal capacity, additional work items won't be assigned to the agent.

This property only returns if a universal capacity record exists for this agent.

Data type: Number
universal_workload Number of work items across all service channels currently assigned to the specified agent.

This property only returns if a universal capacity record exists for the agent.

Data type: Number

Example: Sample cURL request

The following example shows how to get the capacity and workload values for a user.

curl "https://instance.service-now.com/api/now/awa/agents/46d44a23a9fe19810012d100cca80666/capacities" \
--request GET \
--header "Accept:application/json" \
--user 'username':'password'

A successful response includes capacity values and workload for each channel.

{
  "result": {
    "universal_workload": 2,
    "channels": [
      {
        "channel_sys_id": "27f675e3739713004a905ee515f6a7c3",
        "current_workload": 2,
        "max_capacity": 4
      }
    ],
    "universal_capacity": 10
  }
}

AWA Agent - GET /now/awa/agents/{user_id}/presence_states

Returns an agent's presence states and indicates whether the agent is available or in another presence state.

URL format

Versioned URL: /api/now/{api_version}/awa/agents/{user_id}/presence_states

Default URL: /api/now/awa/agents/{user_id}/presence_states

Note: 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

Table 14. 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
user_id Sys_id of the agent listed.

Data type: String

Table: User [sys_user]
Table 15. Query parameters
Name Description
None
Table 16. Request body parameters (XML or JSON)
Name Description
None

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.

Table 17. Request headers
Header Description
Accept Data format of the response body. Supported types: application/json or application/xml.

Default: application/json
Table 18. 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.

Response body parameters (JSON or XML)

NameDescription
error Details describing an error encountered during the request process.

Data type: Object

"error": {
  "detail": "String",
  "message": "String"
}
error.detail Details of the error encountered during the request process.

Data type: String
error.message Message for the error encountered during the request process. The description is provided in the error.detail property.

Data type: String
<presence state> List of the agent's presence state definitions as objects. Each object describes the state and includes the agent's channels.

Data type: Array

{
  "available": Boolean,
  "channels": [Array],
  "disable_inactivity_check": Boolean,
  "name": "String",
  "show_channels": Boolean,
  "sys_id": "String"
}
<presence state>.available Flag that indicates whether the agent is available.
Possible values:
  • true: Agent is available.
  • false: Agent isn't available.

Data type: Boolean
<presence state>.channels List of objects that describe the available channels of communication with the agent.

Data type: Array

"channels": [
 {
  "available": Boolean,
  "name": "String",
  "restrict_update": Boolean,
  "service_channel_type": "String",
  "sys_id": "String"
 }
]
<presence state>.channels.available Flag that indicates whether the channel is available.
Possible values:
  • true: Channel is available.
  • false: Channel isn't available.

Data type: Boolean
<presence state>.channels.name Channel name, such as Chat or Phone.

Data type: String
<presence state>.channels.sys_id Channel sys_id.

Data type: String

Table: Service Channels [awa_service_channel]
<presence state>.disable_inactivity_check Flag that indicates whether to check for inactivity of this presence state.
Valid values:
  • true: The presence state inactivity check is disabled.
  • false: The presence state inactivity check is enabled.

Data type: Boolean

Default: false

For information on how to modify this setting, see Configure agent presence states.
<presence state>.name Name of the agent's presence state. The presence states installed by default are Available, Away, and Offline.

Data type: String
<presence state>.order Order in which this state is displayed in the agent inbox.

Data type: Number
<presence state>.show_channels Flag that indicates whether the agent has permission to change presence state, for example, from available to away.
Valid values:
  • true: The user has permission to change the presence.
  • false: The user is restricted from changing the presence.

Data type: Boolean
<presence state>.sys_id Presence state sys_id.

Data type: String

Table: Presence States [awa_presence_state]
status Status of an unsuccessful request. This property is only included in the response if there is an error.

Valid value: failure

Data type: String

Example: Sample cURL request

The following example shows how to get the presence states for a specified agent.

curl "https://instance.service-now.com/api/now/awa/agents/46d44a23a9fe19810012d100cca80666/presence_states" \
--request GET \
--header "Accept:application/json" \
--user 'username':'password'

The response body lists the agent's possible presence states and indicates that the agent is available.

{
  "result": [
    {
      "name": "Available",
      "order": 0,
      "show_channels": false,
      "sys_id": "0b10223c57a313005baaaa65ef94f970",
      "available": true,
      "channels": [
        {
          "name": "Chat",
          "available": true,
          "sys_id": "27f675e3739713004a905ee515f6a7c3",
          "restrict_update": false,
          "service_channel_type": "chat"
        }
      ],
      "disable_inactivity_check": false
    },
    {
      "name": "Away",
      "order": 1000,
      "show_channels": false,
      "sys_id": "41f9b8dfb31313005baa6e5f26a8dcac",
      "available": false,
      "channels": [],
      "disable_inactivity_check": false
    },
    {
      "name": "Offline",
      "order": 2000,
      "show_channels": false,
      "sys_id": "9cd83267575313005baaaa65ef94f98b",
      "available": false,
      "channels": [],
      "disable_inactivity_check": false
    }
  ]
}

AWA Agent - PUT /now/awa/agents/{user_id}

Sets the state of a specified agent’s presence and, if provided, sets the agent’s channel availability for that state.

URL format

Versioned URL: /api/now/{api_version}/awa/agents/{user_id}

Default URL: /api/now/awa/agents/{user_id}

Note: 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

Table 20. 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
user_id Sys_id of the agent.

Data type: String

Table: User [sys_user]
Table 21. Query parameters
Name Description
None

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.

Table 23. 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
Table 24. 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.

Table 26. Response body parameters (JSON or XML)
ParameterDescription
error Details describing an error encountered during the request process.

Data type: Object

"error": {
  "detail": "String",
  "message": "String"
}
error.detail Details of the error encountered during the request process.

Data type: String
error.message Message for the error encountered during the request process. Each error message has a corresponding description in the detail property.
Possible values:
  • Record Not Found: Information provided in the request body is inaccurate or doesn't exist.
  • User Not Authenticated: User doesn't have the awa_integration_user role.

Data type: String
presence Information about an agent's current presence state and channel.

Data type: Object

"presence": {
  "available": Boolean,
  "channels": [Array],
  "name": "String",
  "sys_id": "String"
}
presence.available Flag that indicates whether the agent is available.
Possible values:
  • true: Agent is available.
  • false: Agent isn't available.

Data type: Boolean
presence.channels List of objects that describe the available channels of communication with the agent.

Data type: Array of Objects

"channels": [
  {
    "available": Boolean,
    "name": "String",
    "sys_id": "String"
  }
]
presence.channels.available Flag that indicates whether the channel is available.
Possible values:
  • true: Channel is available.
  • false: Channel isn't available.

Data type: Boolean
presence.channels.name Channel name, such as Chat or Phone.

Data type: String
presence.channels.restrict_update Flag that indicates whether the user can restrict updates, that is, select the channel for availability.
Possible values:
  • true: The user can select this channel for availability.
  • false: The user can't select this channel for availability.

Data type: Boolean
presence.channels.service_channel_type Service channel type, such as chat. Possible values vary depending on plugins installed.

Data type: String
presence.channels.sys_id Channel sys_id.

Data type: String

Table: Service Channels [awa_service_channel]
presence.name Name of the agent's presence state.
Possible values:
  • Available
  • Unavailable

Data type: String
presence.restrict_update Flag that indicates whether the user can restrict updates.
Possible values:
  • true: User can restrict updates.
  • false: User can't restrict updates.

Data type: Boolean
presence.sys_id Presence state sys_id.

Data type: String

Table: Presence States [awa_presence_state]
status Status of an unsuccessful request. This property is only included in the response if there is an error.

Valid value: failure

Data type: String
sys_id Agent sys_id.

Data type: String
workItem

workItem: Information about the work item that is associated with the event.

Data type: String
workItem.document workItem.document: List of documents associated with the work item task.

Data type: String
workItem.document.sys_id workItem.document.sys_id: Sys_id of the document assigned to the work item task.

Data type: String
workItem.document.table workItem.document.table: Name of the document table assigned to the task.

Data type: String
workItem.previousWorkItem workItem.previousWorkItem: Sys_id of the previous work item for the same document ID. For the non-transfer work items this value is empty.

Data type: String
workItem.serviceChannel workItem.serviceChannel: List of service channels associated with the work item task.

Data type: String
workItem.serviceChannel.name workItem.serviceChannel.name: Name of the service channel, such as Chat or Phone.

Data type: String
workItem.serviceChannel.sys_id workItem.serviceChannel.sys_id: Sys_id of the service channel.

Data type: String
workItem.size workItem.size: Agent's capacity used when this work item is assigned to the agent.

Data type: String
workItem.sys_id workItem.sys_id: Sys_id of the work item that was accepted or offered.

Data type: String
workItem.isQueueTransferred workItem.isQueueTransferred: Flag that indicates whether the work item is queue transferred. Set to true if the work item is queue transferred, false if it isn't. For more information on queue transfers, see Transfer a chat to another queue.

Data type: Boolean
workitem.isAutoAccepted workItem.isAutoAccepted: Flag that indicates whether the work item was automatically accepted by the system. Set to true if the work item was auto-accepted.

Data type: Boolean

Example

curl -X PUT \
 https://instance.servicenow.com/api/now/awa/agents/46d44a23a9fe19810012d100cca80666 \
-H 'Accept: application/json' \
-H 'Content-Type: application/json' \
-u 'username':'password'\
-d '{"presence": {\
  "sys_id": "0b10223c57a313005baaaa65ef94f970",\
  "channels": [{ \
  "sys_id": "0bbdedbb3b892300a2bac9bb34efc445",\
  "available": true
}] 
}}
{
  "result": {
    "presence": {
      "name": "Available",
      "sys_id": "0b10223c57a313005baaaa65ef94f970",
      "available": true,
      "channels": [
        {
          "name": "Chat",
          "available": true,
          "sys_id": "27f675e3739713004a905ee515f6a7c3"
        }
      ]
    },
    "sys_id": "46d44a23a9fe19810012d100cca80666"
  }
}

AWA Agent - PUT /now/awa/agents/{user_id}/capacities

Enables updating an agent's maximum capacity (workload) for channel capacities and universal capacity.

Use the AWA Agent - GET /now/awa/agents/{user_id}/capacities method to retrieve the current channel and universal capacities of an agent.

See also:

URL format

Versioned URL: /api/now/{api_version}/awa/agents/{user_id}/capacities

Default URL: /api/now/awa/agents/{user_id}/capacities

Note: 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

Table 27. 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
user_id Sys_id of the agent listed.

Data type: String

Table: User [sys_user]
Table 28. Query parameters
Name Description
None
Table 29. Request body parameters (XML or JSON)
Name Description
channels Mandatory if updating the maximum value of one or more channels for the specified agent. JSON object containing one or more key-value pairs mapping the channel to its maximum capacity for each channel assigned to the agent.

Data type: Object

The pair is in the following format:
  • Key (channel sys_id) – Channel sys_id.

    Data type: String

  • Value (maximum capacity) – Maximum workload on a specific service channel that the agent can be actively assigned to at a time.

    Data type: Number

channels: {"<channel_sys_id>": <max_capacity>}
universal_capacity Mandatory if universal capacity is being updated. Maximum capacity for the agent across all service channels. If an agent's current workload equals the maximum universal capacity, additional work items won't be assigned to the agent.

Data type: Number

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.

Table 30. Request headers
Header Description
Accept Data format of the response body. Supported types: application/json or application/xml.

Default: application/json
Table 31. 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.

Table 32. Status codes
Status code Description
200 Successful. The request was successfully processed.
400 Bad Request. A bad request type or malformed request was detected.
404 Not found. The requested item wasn't found.

Response body parameters (JSON or XML)

NameDescription
channels List of objects that describe the available channels of communication with the agent. 
"channels": [
  {
    "channel_sys_id": "String",
    "max_capacity": Number
  }
]

Data type: Array
channels.channel_sys_id Channel sys_id.

Data type: String

Table: Service Channels [awa_service_channel]
channels.max_capacity Maximum workload on a specific service channel that the agent can be actively assigned to at a time.

Data type: String
error Details describing an error encountered during the request process.

Data type: Object

"error": {
  "detail": "String",
  "message": "String"
}
error.detail Details of the error encountered during the request process.

Data type: String
error.message Message for the error encountered during the request process. The description is provided in the error.detail property.

Data type: String
status Status of an unsuccessful request. This property is only included in the response if there is an error.

Valid value: failure

Data type: String
universal_capacity Maximum capacity for the agent across all service channels. If an agent's current workload equals the maximum universal capacity, additional work items won't be assigned to the agent.

This property only returns if a universal capacity record exists for this agent.

Data type: Number

Example: Sample cURL request

The following example shows how to change the agent's universal capacity and the maximum capacity for a specified channel.

curl "https://instance.service-now.com/api/now/awa/agents/46d44a23a9fe19810012d100cca80666/capacities" \
--request PUT \
--header "Accept:application/json" \
--header "Content-Type:application/json" \
--data "{
 \"channels\": { \"27f675e3739713004a905ee515f6a7c3\": 6 },
 \"universal_capacity\" : 12
}" \
--user 'username':'password'

A successful response includes the updated capacity values.

{
  "result": {
    "channels": [
      {
        "channel_sys_id": "27f675e3739713004a905ee515f6a7c3",
        "max_capacity": 6
      }
    ],
    "universal_capacity": 12
  }
}