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.

Parent Topic:REST API reference

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 class=“rest_api_path_parameters”><thead><tr><th>

Name

</th><th>

Description

</th></tr></thead><tbody><tr><td>

api_version

</td><td id=“version-entry-RESTAPI”>

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

</td></tr><tr><td>

queue_sys_id

</td><td>

Sys_id of the queue record.Data type: String

Table: Queue [awa_queue]

</td></tr></tbody> </table>|Name|Description| |—-|———–| |None| |

<table class=“rest_api_request_body”><thead><tr><th>

Name

</th><th>

Description

</th></tr></thead><tbody><tr><td>

document_sys_id

</td><td>

Sys_id of the document to route to the queue.Data type: String

</td></tr><tr><td>

document_table

</td><td>

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

</td></tr></tbody> </table>### 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 class=“rest_api_request_headers”><thead><tr><th>

Header

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Accept

</td><td id=“accept-entry-RESTAPI”>

Data format of the response body. Supported types: application/json or application/xml. Default: application/json

</td></tr><tr><td>

Content-Type

</td><td id=“content_type-entry-RESTAPI”>

Data format of the request body. Supported types: application/json or application/xml. Default: application/json

</td></tr></tbody> </table>|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)

<table><thead><tr><th>

Name

</th><th>

Description

</th></tr></thead><tbody><tr><td>

display_name

</td><td>

Name of the document to route by this work item, such as case record.Data type: String

</td></tr><tr><td>

document_sys_id

</td><td>

Sys_id of the document to route to the queue.Data type: String

</td></tr><tr><td>

document_table

</td><td>

Name of the table associated with the document.Data type: String

</td></tr><tr><td>

queue_sys_id

</td><td>

Sys_id of the queue on which to route a document.Data type: String

</td></tr><tr><td>

sys_id

</td><td>

Sys_id of the work item assigned to the queue.Data type: String

</td></tr></tbody> </table>### 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"
  }
}