AWA using same assignment group and different service channels

[User263012]

Hi All,

We have a use case of auto assignment of records to certain group of people. Assignment group is auto-populated through assignment rule. Now we are looking to auto populate the "assigned to" field using AWA.

I have created two service channels, both differ slightly in the conditions based on value selected in "Type" field on the record. 

First channel conditions : active = true AND Type = 'a'

Second channel conditions: active = true AND Type = 'b'

These should be assigned to same group, but few group members will be working on both type of request and few will be working dedicatedly on "Type = 'a'" requests and others will work on 'Type = 'b''

How to achieve this using AWA? 

My auto-allocation is working for First channel conditions, but second channel conditions are not at all working.

[Shivalika]

Hello @User263012 

Please share screenshot of your service channel and AWA configurations once..

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

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[Shivalika]

Hello @User263012 

I think the issue should be in eligibilty rules. So must share Assignment eligibility related list in your Assignment rule within AWA. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[Robbie]

Hi @User263012,

Just a quick FYI - Core predefined assignment rules will take precedence over newly implemented AWA assignment rules so to be sure there is no conflict there.

Re how to set this up, type 'Advanced Work Assignments' into the Navigation menu and select 'Assignment Groups'. From here you can create new rules to assign as you wish based on channel etc.

Additionally, check this ServiceNow docs link with some steps and guide: https://www.servicenow.com/docs/bundle/yokohama-platform-user-interface/page/administer/workspace/co...

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Thanks, Robbie

[User263012 · Accepted solution]

Thank you all for your responses.

I found the issue the presence states were not mapped with my second service channel. Hence it was not auto assigning.