---
title: Components installed with Advanced Work Assignment
description: Several types of components are installed with activation of the Advanced Work Assignment plugin, including tables, user roles, and scheduled jobs.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/advanced-work-assignment/installed-with-awa.html
release: australia
product: Advanced Work Assignment
classification: advanced-work-assignment
topic_type: reference
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Reference, Advanced Work Assignment, Manage people and work, Conversational Interfaces]
---

# Components installed with Advanced Work Assignment

Several types of components are installed with activation of the Advanced Work Assignment plugin, including tables, user roles, and scheduled jobs.

**Note:** The Application Files table lists the components that are installed with this application. For instructions on how to access this table, see [Find components installed with an application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/find-components.md).

Demo data is available for this feature.

## Roles installed

AWA adds the following roles for users who configure, manage, and receive work assignments.

<table id="table_u1t_gb1_wdb"><thead><tr><th>

Role title \[name\]

</th><th>

Description

</th><th>

Contains roles

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

Advanced Work Assignment administrator\[awa\_admin\]

</td><td>

Admin role for the AWA feature. Configures and manages AWA.

</td><td>

awa\_manager

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

Advanced Work Assignment developer\[awa\_integration\_user\]

</td><td>

Developer role for the AWA feature. Uses the AWA integration APIs.

</td><td>

None

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

Advanced Work Assignment agent\[awa\_agent\]

</td><td>

Agent role for the AWA feature. Handles customer interactions and manages workload across multiple service channels.

</td><td>

None

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

Advanced Work Assignment manager\[awa\_manager\]

</td><td>

Manager role for the AWA feature. Monitors performance of agents across all service channels.

</td><td>

None

</td></tr></tbody>
</table>## Scheduled jobs installed

|Scheduled job|Description|
|-------------|-----------|
|**AWA WorkItem TimeOut Job**| |
|AWA Cleanup Job| |

## Tables installed

<table id="table_fbz_45z_vdb"><thead><tr><th>

Table

</th><th>

Description

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

AWA Agent Capacity\[awa\_agent\_capacity\]

</td><td>

Stores capacity override records for agents on individual channels.

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

AWA Agent Channel Availability\[awa\_agent\_channel\_availability\]

</td><td>

Store the records that determine the agents available in the channel.

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

AWA Agent Presence\[awa\_agent\_presence\]

</td><td>

Stores the records that define the agent availability state.

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

AWA Agent Presence History\[awa\_agent\_presence\_history\]

</td><td>

Stores records on agent presence state changes.

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

AWA Assignment Rule\[awa\_assignment\_rule\]

</td><td>

Stores the assignment rule records used to determine the work items pushed to agents.

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

AWA Eligibility Pool\[awa\_eligibility\_pool\]

</td><td>

Stores the records that define grouping of agents eligible to receive work items in the queue when the items have been rejected by agents or agents are unavailable.

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

AWA Group Queue Priority\[awa\_group\_queue\_priority\]

</td><td>

Stores the priority values for queues assigned to groups.

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

AWA Inbox Layout\[awa\_inbox\_layout\]

</td><td>

Defines the fields that appear on a work item card in the Agent Workspace inbox.

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

AWA Offer Details\[awa\_offer\_details\]

</td><td>

Stores whether a work item was assigned using Agent Affinity and how the assignment was completed.

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

AWA Presence State\[awa\_presence\_state\]

</td><td>

Defines presence states.

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

AWA Queue\[awa\_queue\]

</td><td>

Stores the work item queue records.

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

AWA Queue Item Sorting\[awa\_queue\_item\_sorting\]

</td><td>

Defines which fields in a work item for a queue you can sort on.

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

AWA Reject Reason\[awa\_reject\_reason\]

</td><td>

Stores the records that define the reasons that agents use to decline work items assigned to them.

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

AWA Service Channel\[awa\_service\_channel\]

</td><td>

Defines the communication channel for which work items may be queued.

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

AWA Work Item\[awa\_work\_item\]

</td><td>

Stores items of work, for example, chats, cases, or incidents, that are routed from service channels to queues and then to agents.

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

AWA Work Item Rejection \[awa\_work\_item\_rejection\]

</td><td>

Stores the rejection history records for each work item.

</td></tr></tbody>
</table>## Properties installed

<table id="table_i54_zyj_2gb"><thead><tr><th>

Property

</th><th>

Description

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

glide.awa.enabled

</td><td>

Enables the auto assignment of work items for Advanced Work Assignment. -   **Type**: true \| false
-   **Default value**: true
-   **Location**: System Property \[sys\_properties\] table

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

com.snc.awa.cache.enabled

</td><td>

Enables the Advanced Work Assignment cache. -   **Type**: true \| false
-   **Default value**: true
-   **Location**: System Property \[sys\_properties\] table

</td></tr></tbody>
</table>