Advanced Work Assignment release notes
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- UpdatedAug 3, 2023
- 2 minutes to read
- Vancouver
- Release Notes and Upgrades
The ServiceNow® Advanced Work Assignment application automatically assigns work items to your agents, based on their availability, capacity, and optionally, skills. Advanced Work Assignment (AWA) was enhanced and updated in the Vancouver release.
Advanced Work Assignment highlights for the Vancouver release
- Route work items to the most qualified agent based on their skill level through the Evaluate skill level check box.
See Exploring Advanced Work Assignment for more information.
New in the Vancouver release
- Evaluate skill level check box for skill-based work assignments
- Select the Evaluate skill level check box while creating an assignment rule to ensure that AWA reviews an agents skill levels prior to assigning the work item to the most qualified agent.
Activation information
Advanced Work Assignment is a Now Platform feature that is available with activation of the Glide Advanced Work Assignment plugin (com.glide.awa). For details, see Activate Advanced Work Assignment.
Browser requirements
AWA 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.
Accessibility information
- Content focus
- Content in the agent’s inbox is focusable after selecting Submit to accept or reject an incident.
- Forced colors
The following Next Experience Components were updated to support the use of Forced Colors, a mechanism that is most commonly activated through an operating system setting for Forced Colors/High Contrast Themes.
This enhancement enables users to customize the colors of their user interface and web content to meet their individual visual needs. For example, users with low vision might enable Forced Colors to help them successfully view the user interface.
- sn-agent-inbox-empty
- sn-agent-presence-state
- sn-inbox-card
- sn-inbox-empty
- sn-notification-setting-popover-content
- sn-presence-popover-content
- Support for truncation
The following Next Experience Components were updated to show the truncated text for non-interactive elements when the “Enable keyboard focus on truncated text” accessibility user preference is turned on.
This enhancement supports sighted users who rely solely on a keyboard to use the ServiceNow platform. For more information, see Configure Next Experience accessibility preferences.
- sn-agent-presence state
- sn-inbox-card
- sn-presence-popover-content
- VoiceOver support
- VoiceOver now reads all content inside the Select a Reject Reason dialog box.