AWA Advance Work Assignment is not working.

basantsoni · ‎06-05-2021

Hi All,

Good Day!

I was looking for a solution in ServiceNow where I have to route cases/incidents to an assignment group and whoever is an available agent from Group then assigns cases to that agent's. I have read ServiceNow documents and communities and we found that there is Application in ServiceNow AWA Advance Work Assignment where we can define and achieve this.

As per ServiceNow documents I have created Service Channel/Queue and Assignment Eligibility but when we are raising cases/incidents nothing is happening. We are doing all of this innovative UI and we are using Agent workspace.

To achieve this , Please provide your valuable response.

Thanks,

Thomas Lindenho · ‎06-05-2021

Hi, well done, sounds like the only missing piece is an assignment rule, see https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/administer/advanced-work-assignment/task/awa-create-assignment-rule.html The assignment eligibility is for assigning to additional agents when the initial group does not pick up the item. Kind regards Thomas

basantsoni · ‎06-05-2021

Hi Thomas,

Thanks for your valuable response. As per ServiceNow documents I have also created assignment rule under awa. PFA Screen Shots.

Since I have done all of this at my PDI Instance.

I can see that created cases or incidents are getting routed to Queues . PFA Screen shot.

But Cases/Incidents are not getting transferred to Queues.

Did agents has to manually accepted tickets or we can forcefully assignee based on round robin mechanism.

what I need to recheck, where I'm wrong so that it'll start working.

Thanks.

Thomas Lindenho · ‎06-06-2021

Hi,

sorry, you are right, no need for an additional assignment rule (the assignment eligibility covers it). To make assignment work on your PDI for cases (and guess same for incidents) you need to activate and assign the "Available" presence state.

Then impersonate John Jason and set state to Available (I believe ending impersonation changes the state to Offline). Also take care of the capacity. He already has assigned Cases, so maybe you need to take away ones or set a higher limit on the service channel.

Once that is done Cases should get assigned to him.

He always has to accept, but you can deactivate the possibillity to reject on the assignment rule.

Kind regards
Thomas

basantsoni · ‎06-07-2021

Hi Thomos,

First of all, I would appreciate your response on this. But unfortunately I tried all the provided steps but it's not working. I don't know what to do, If you can check on my instance and correct me where I'm making mistakes then it'll be very helpful since this has been escalated and I have given an update to the client.

Instance URL # https://dev101677.service-now.com.

Username # abel.tuter

Password # 1234

I'll be waiting for your response.

Thanks,