Automatic Case Assignment by Matching/Assignment Rules

[Bradford Shelle]

Hey all,

Trying to set up automatic Agent Assignment for Cases based upon criteria set in Matching/Assignment Rules. Been looking through the documentation, but haven't figured out the trick for making it work (docs makes it sound like automatically assigning an Agent to a Case should be possible).

In two instances so far, I've tried:

1. Making a new Matching Rule with a simple Condition for the Applies To section (Case Table, then something like Account is Boxeo Germany)
2. Set the Resource Matching to "Selection Criteria"
3. Added at least one Criteria to the Matching Rule (say Assigned Cases)
4. Created the Assignment Rule automatically with the related link from the Matching Rule
5. Set the Group field in the Assign To tab to a Group with Agents in it (Network Support)

I try making a new Case that matches the criteria for the Matching/Assignment Rules, and the Group will be set just fine, but I can't get the system to automatically assign an Agent along with it. Anyone know what I'm missing?

Thanks

[Shambhu5]

Hi,

What exactly do you mean by saying "automatically assign to Agent"? Can you please elaborate?

Are you trying to say that you want to assign a group member(from a group, which is already configured in Matching/Assignment rules)?

If this is the case, then I will suggest you to use Assignment Rule for the User.

I created your mentioned scenario and it worked fine along with the specified Agent.

Please mark my answer Correct/Helpful, if that solved your query.

Regards,
Vishrut
 

[Bradford Shelle]

Long term I'll be first using logic to determine which group should be assigned a Case, and then from that group using Selection Criteria so ServiceNow can pick the most appropriate Agent based upon the Criteria to automatically assign a Case to.

At a higher level, the Service Management core in SN has had the ability to use Selection Criteria to allow the system to try and automatically pick an Agent to assign to a Case for a while. In Kingston, Field Services is still an example where in the Configuration it's possible to let ServiceNow handle automatic assignment to Agents. Looking to continue using this functionality to streamline Case work.

Interesting that the scenario worked for you. Which version of ServiceNow are you running? I forgot to mention in both instances I'm trying with Kingston Patch 3.

[zachbarr]

I am looking to do the same thing. I would like to do a Round Robin routing from a particular Case Group. Each case would get routed to the next person in the group 

Here is my matching rule

[Souvik3]

@zachbarr  Following... Any luck on this? I am also looking for this approach!