Creating Custom Matching Criteria

Amber Kearn
ServiceNow Employee
ServiceNow Employee

Hello. Could you please provide instructions/guidance/documentation on how to create custom Matching Criteria? The documentation provided in the product doc site is too basic and doesn't provide the details. Thanks

What my customer is trying to accomplish is pulling all cases assigned to a user, and adding up an hours field on those cases to use as a criteria to on what user to assign to a case.

1 REPLY 1

Community Alums
Not applicable

Hi @Amber Kearn ,

Firstly, you will need to understand what is Matching criteria for case assignment 

then you can create Create a matching rule for case routing .