How can we automate Incident assignment based on condition

[kumaraj]

Dear all,

We have AWA auto case assignment based on agent availability, no of case assigned to an agent, based on skills, or shift time.

Can we utilize AWA functionality for Incident?(I think no).

If I want to customize Incident assignment similarly based on Shift time, no of incident an agent has, skills then what would the best way to achieve it.

Thank you,

[Chetan Mahajan]

Hello @kumaraj ,

                             I am not much aware about it, But there is On-Call Scheduling | Set up an on-call schedule where we can schedule incident assignment on shift timing and agent availability.

kindly mark correct and helpful if applicable

[kumaraj]

Hi Chetan,

Thanks for looking at it, however we need on real time assignment, so scheduling will not work.

Thank you,

[Maik Skoddow]

Hi
yes, you also can uitilize AWA for incident routing. See https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0956028 for setup (apply it to incidents)

Maik

[kumaraj]

Hi Mike,

Thank you for your time.

I will go through it and update you. I do not need the work_item card functionality and few others.

I just need the incident should get assigned based on availability and capacity, so can I costomize it without using AWA, so that it will fork for native ui as well.