Now a days automation plays a vital role in IT industry specially everything in ServiceNow. I am pretty sure or assuming that you have an idea about the assignment rules. But let's think about this, assignment rules work on some certain conditions, no matter, if agent (Who is going to work on the task) is available or not.
We can have a more dynamic approach towards this, to assign the tickets/task to the agent based on their availability.
Let's talk about AWA (Advance Work Assignment): -
- Advance Work Assignment helps to route the tickets to agents based on their availability, capacity and skills.
- Let's suppose, there are two groups (Group A) & (Group B) each groups have 2-2 members. Every member of the group is working on different time zones. Now, if any user raises a ticket, then AWA (Advance Work Assignment) firstly it will route to the "Group A". Available agent will get a prompt to accept or reject that task/ticket. If agent accepts it, then automatically it will get assigned to that agent, but if in case, first agent rejects that incident due to workload or any other reason, then agent has to give the justification and then ticket/task will route to another available agent from Group A. If no one is available from "Group A", then it will route to "Group B" in a same way. So, AWA assigns the ticket/task to available agents, and it will continuously run in a loop and prompts the agent with the task, until someone accepts it.
Let's take a look on, how we can configure the AWA (Advance Work Assignment). In my case, I have configured the AWA for incident table. You can do for any table, based on the requirement.
- Install the plugin (glide.interaction.awa). Navigate to All-> Application Manager and paste the mentioned name.
- Defining a Service Channel which agent work on which type of task/tickets, either it can be incident, hr case, customer service case etc. Navigate to All->type "channel"
- Creating a queue in which work item will be stored. As mentioned, above work item can be incident, task, case etc.
- Creating an assignment rule based on that incident will get assigned to.
- Configure the assignment eligibility from the created queue under the related list. I have created incident support group and assigned the role "awa_agent role". This role should be there for the created group, in order to utilize the capability of advance work assignment.
- Create the presence state for the created service channel, as we have the same as teams (Available, busy, away etc.)
- Last but not least, we need to configure the rejection reason, if any of the agents rejects the assignment.
- Now logged in as a certification user in workspace view, we have already added the certification user under the created incident support group in step no 5.
- As you can see, now incident has been assigned to certification user, using advance work assignment.
Thanks for taking a look in this, please mark it helpful if it gives any useful information.
