AWA Inbox Actions API
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- UpdatedJan 30, 2025
- 8 minutes to read
- Yokohama
- API reference
The AWA Inbox Actions API provides endpoints to accept or reject a work item on behalf of an agent. This API also retrieves reject reasons for rejected work items.
This API requires the Advanced Work Assignment (com.glide.awa) plugin and awa_integration_user role. For more information, refer to Advanced Work Assignment.
AWA Inbox Actions – GET /awa/inbox/actions/reject_reasons/{channel_id}
Gets the work item reject reasons for a specified service channel.
URL format
Versioned URL: /api/now/awa/inbox/actions/reject_reasons/{channel_id}
Default URL: /api/now/{api_version}/awa/inbox/actions/reject_reasons/{channel_id}
Supported request 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 |
channel_id | Sys_id of a service channel. Data type: String Table: Service Channels [awa_service_channel] |
Name | Description |
---|---|
None |
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.
Header | Description |
---|---|
Accept | Data format of the response
body. Supported types: application/json or
application/xml.
Default: application/json |
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
The following example shows how to retrieve reject reasons for the Chat service channel.
Response body displaying rejected tasks with reasons for rejection.
AWA Inbox Actions – POST /awa/inbox/actions/accept
Accepts a work item in Pending Accept state on behalf of an agent.
URL format
Versioned URL: /api/now/{api_version}/awa/inbox/actions/accept
Default URL: /api/now/awa/inbox/actions/accept
Supported request 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 |
Name | Description |
---|---|
None |
Name | Description |
---|---|
agent_id | Sys_id of the agent listed. Data type: String Table: User [sys_user] |
work_item_id | Sys_id of the work item.
The work item must meet the following criteria:
Data type: String Table: AWA Work Item [awa_work_item] |
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.
Header | Description |
---|---|
Accept | Data format of the response
body. Supported types: application/json or
application/xml.
Default: application/json |
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: cURL request
The following example shows how to change the state of a selected agent's work item from Pending Accept to Accepted.
The response body lists the sys_id and table of the document related to the work item.
AWA Inbox Actions – POST /awa/inbox/actions/reject
Rejects a work item in Pending Accept state on behalf of an agent. On success, Assigned to field is empty and the value of the Rejected field is true for the specified work item.
URL format
Versioned URL: /api/now/{api_version}/awa/inbox/actions/reject
Default URL: /api/now/awa/inbox/actions/reject
Supported request 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 |
Name | Description |
---|---|
None |
Name | Description |
---|---|
agent_id | Sys_id of the agent listed. Data type: String Table: User [sys_user] |
reject_reason_id | Sys_id of a rejection reason for this service channel. Data type: String Table: Reject Reasons [awa_reject_reason] |
work_item_id | Sys_id of the work item.
The work item must meet the following criteria:
Data type: String Table: AWA Work Item [awa_work_item] |
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.
Header | Description |
---|---|
Accept | Data format of the response
body. Supported types: application/json or
application/xml.
Default: application/json |
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
The following example shows how to reject an assigned work item with the "not my expertise" reason.
Successful output displays the same work item, reject reason, and user ID provided in the request body. The specified work item in the AWA Work Item [awa_work_item] table has an empty Assigned to field and the value of the Rejected field is true.