Auto assignment of tickets to agent in workspace

[Ritu11]

Hi All,

I am trying to create workspace through App engine studio UI builder. Our requirement is to auto assign tickets to agents who are available. Any input will help

Thanks

Ritu

[JP - Kyndryl]

Hi Ritu11,

I would study and install "Advanced Work Assignment":

https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/advanced-work-assignmen...

[Ritu11]

Does it apply to Workspace created using UI builder?

[JP - Kyndryl · Accepted solution]

Hi Ritu11,

Short answer is yes.

https://www.servicenow.com/community/now-platform-articles/platform-advanced-work-assignment-awa-kno...

Is a workspace required in order to use Advanced Work Assignment?
Yes, AWA must be used in conjunction with a workspace with the Agent Inbox included. The agents will use the workspace to view their incoming work via their inbox and to set their presence. If you are using a Configurable Workspace, you can add the Agent Inbox to that workspace.

[Ritu11]

Hi Kyndryl,

I am trying to get agent inbox into workspace created using UI builder but I am unable to get any such option if you can help me with the same it will be very helpful.