AWA Routing API

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

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 \[awa\_queue\]

Name	Description
None

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.

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

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.

Status code	Description
200	Successful. The request was successfully processed.
401	Unauthorized. The user credentials are incorrect or have not been passed.
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)

Name	Description
display\_name	Name of the document to route by this work item, such as case record.Data type: String
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.Data type: String
queue\_sys\_id	Sys\_id of the queue on which to route a document.Data type: String
sys\_id	Sys\_id of the work item assigned to the queue.Data type: String

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"
  }
}