Creating Work Item Queues with Routing Conditions Based on Time Zones and Resource Attributes

[Altamesh Mujawa]

Hi Community,

I am currently working on configuring Work Item Queues in ServiceNow with specific routing conditions for a service channel. My goal is to silo work items based on different teams and locations, with specific criteria for both onshore and offshore assignment.

Story Details:
I need to create the following Work Item Queues based on the teams and locations:

Group 1 Onshore
Group 1 Offshore
Group 2 Onshore
Group 2 Offshore
Group 3 Onshore
Group 3 Offshore (And so on for other groups.)
Time Zone and Assignment Criteria:
Onshore: 08:00 EST - 20:00 EST
Offshore: 20:00 EST - 08:00 EST
Additional Criteria:
When assigning to these queues, we also validate: Key words  i have added that filter in queue

Availability: Based on leave or availability data.
Location: Assign based on time zone (onshore/offshore).
Primary/Secondary Resources: Based on the resource's designation.
Skills: Match the resource’s skills (e.g., technical, Integration etc.).
Capacity & Utilization: Consider the number of critical and high priority tickets, active tickets, and the time worked per week/month.
Special Considerations:
Critical and High priority items are assigned to onshore teams.
Medium and Low priority items are assigned to offshore teams.
Auto-assignments and integration assignments should be excluded.

I’ve configured the Work Item Queues as mentioned above, but I’m encountering an issue. Currently, the system is assigning work items to the entire group instead of the Account Team Member that has the custom field primary resource set to true.

What I need is for the work item to be assigned only to the Primary Resource (where the primary resource field is true), and not the whole group.

How can I configure the system to check for the primary resource field and assign the work items accordingly?

Thanks again for your help!

#ServiceNow #WorkItemQueues #RoutingConditions #AdvancedWorkAssignment #TimeZoneAssignment #OnshoreOffshore #ResourceManagement #CaseAssignment #PrimaryResource #SkillsBasedRouting