The AWA Routing API provides endpoints to route a document to a queue.

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

AWA Routing - POST /now/awa/queues/{queue_sys_id}/work_item

If an active work item exists, routes a document to a queue. If an active work item does not exist for the specified document, creates a work item and set its fields accordingly.

URL format

Versioned URL: /api/now/{api_version}/awa/queues/{queue_sys_id}/work_item

Default URL: /api/now/awa/queues/{queue_sys_id}/work_item

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
queue_sys_id Sys_id of the queue record.

Data type: String

Table: Queue [awa_queue]
Table 2. Query parameters
Name Description
None
Table 3. Request body parameters (XML or JSON)
Name Description
document_sys_id Sys_id of the document to route to the queue.

Data type: String
document_table Name of the table associated with the document, such as incident.

Data type: String

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)

Example: Sample cURL request

curl -X POST \
  https://instance.servicenow.com/api/now/awa/queues/339eed3f3b892300a2bac9bb34efc4c3/work_item \
-H 'Content-Type: application/json' \
-H 'Accept: application/json' \
-u 'username':'password'
-d '{
  "document_sys_id": "9c573169c611228700193229fff72400",
  "document_table": "incident"
}'
{
  "result": {
    "sys_id": "cd57f90ddbb26300db2051735e9619f0",
    "document_table": "incident",
    "document_sys_id": "9c573169c611228700193229fff72400",
    "queue_sys_id": "339eed3f3b892300a2bac9bb34efc4c3",
    "display_name": "Incident: INC0000001"
  }
}