AWA - Stop Assignment Outside of Skill

[Ruide Bu]

TL;DR: How do I stop having agents get assigned work items that do not belong to their skill, if the work item itself matches the queue condition?

Hi all, 

I have a question with Advanced Work Assignment that I believe should be a quick fix.

My issue is that agents are being assigned work items (we are using incident) that do not match their skills, if there is nobody online that has the skills required. If there is nobody online that possesses the correct skills, I need the assignment to not route to anybody until a correct agent comes online.

Take the following scenario:

- Agent A is online with skill A

- Agent B is online with skill B

With my current configuration, incidents with skill A and skill B are being routed properly, but if an incident comes in with attributes that do not match any skill, it appears to be randomly assigned out to the agents A or B.

I have also found that if an agent has no skills, and they are the only one online, then incidents will not be auto-routed to them.

With our skill configuration, the skills are mapped exactly to the field attributes. We are utilizing a single field to do the routing, so the skill definitions are set up with structure (skill field) (is) (condition). 

• An Incident Service Channel with the 'available' presence state configured. No conditions on this Service Channel itself other than Utilization Condition is Active = True.
• A Queue for the Service Channel, filtered to a specific assignment group. 
• An Assignment Eligibility for the Queue with the group and rule defined.
• Agent assignment rule that enables skills, specifies that skills are mandatory, and with enable auto-assign work items on. (I have also tried with enable auto-assign work items off. I think this record may be where the issue lies).
• Skills and associated users
• Skill determination rules based on the incident table and filtered to the specific condition, with skills associated and set to mandatory for each determination rule.
• The Skill determination for incident Business Rule

I appreciate anybody who has read this far, and I'm hoping that somebody out there has an answer. Thank you!

[DUGGI]

To ensure that incidents are only assigned to agents who have the required skills and to prevent incidents from being assigned randomly to agents who do not have the required skills, you can use the following steps:

1. Go to the ServiceNow instance and navigate to the "Incident Service Channel" section.
2. Create a new Incident Service Channel or edit the existing one.
3. In the "Presence" section, select the "Available" option.
4. In the "Conditions" section, select the conditions that the channel will be available for.
5. Save the Incident Service Channel.

Now, only agents who are available and meet the selected conditions will receive incidents.

Next, you can create an Assignment Group and an Assignment Eligibility rule to ensure that only agents with the required skills are eligible to receive incidents.

1. Go to the ServiceNow instance and navigate to the "Assignment Groups" section.
2. Create a new Assignment Group or edit the existing one that you want to use.
3. Specify the group members who have the required skills.
4. Go to the "Assignment Eligibility" related list and add a new rule.
5. Select the Assignment Group that you just created.
6. Specify the conditions under which agents in this group are eligible to receive incidents, such as their skill set and availability.
7. Save the Assignment Eligibility rule.

Now, only agents who have the required skills and meet the eligibility criteria will receive incidents.

Finally, you can create a Skill Determination rule to ensure that incidents are only assigned to agents with the required skills.

1. Go to the ServiceNow instance and navigate to the "Skill Determination" section.
2. Create a new rule or edit the existing one that you want to use.
3. Specify the conditions under which agents with specific skills should receive incidents.
4. Specify the required skills and set them as mandatory.
5. Save the Skill Determination rule.

Now, incidents will only be assigned to agents who meet the specified skill requirements and eligibility criteria. If there are no agents who meet the requirements and are currently available, incidents will not be assigned until a suitable agent becomes available.

[Ramya Neelam1]

Hi,

Did you find a solution to your issue? I am also having the same issue, could you please provide the steps you followed to resolve it?  That would be really helpful.

Thanks is advance!

[POOJA DAHAKE1]

I am also facing the same issue.for me awa is assigning case to only those users who are part of both the groups.like user A has skill A and b doesn't have skill A still cases are getting assigned to user B please help me with the issue 

[teduard]

were you able to find solution?