Automatically assign agents to cases

[lucky6]

Hello,

When cases created then assignmnet group is populating automatically..here I want to assign agent automatically to normal cases based on current group. Can anyone explain the process for this. I have around 30 groups.

Thanks in advance.

[_Gaurav]

Hi @lucky6 
You can use Assignment rules to set the assignee automatically. Just select the table first and in the "Applies to" section add the conditions and in the "Assign to" section select the user to whom the cases are going to be assigned.

Please mark this as helpful and accept it as a solution if this works for you.
Thanks!

[Kieran Anson]

Hi,

Assignment rules are the more legacy way of working as they don't provide the flexibility of allowing for conditions of when to assign to a user, e.g capacity, availability.

I'd recommend you look into Advanced Work Assignment (servicenow.com) and check out Now Learning which has a series of simulators on how to leverage this very powerful core platform capability

[lucky6]

Thanks for your reply @Kieran Anson 

Will it be possible to assign it to respective group members in advanced work assignment with few queues?..

As per my understanding we have to create individual queue for each group but here I have 30 groups? Will it be possible with script instead of individual queues?

[Kieran Anson]

Hey,

You could have a single queue related to a Service channel. You can think of the "queue" as a way of grouping similar work items which assignment eligibility is then applied. So if all 30 of your groups work on similar items, then yes you could have a single queue. Once the queue is created, you will create an assignment eligibility record where you will denote how a user is picked, and to which groups the eligibility applies to (this is a list field, so you can specify all 30 groups in it)