How to Auto-Assign CSM Cases After Accept/Reject

[reshmakore57046]

Requirement:
The case is offered to available agents using the Accept/Reject functionality. If the case is offered three times and no agent responds, the case should be automatically assigned.

[Ankur Bawiskar]

@reshmakore57046 

you need to keep track of how many times it was offered and when count reaches more than 3 auto assign it

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[Lisa291Ham]

Hello!

Cases are offered to agents with Accept/Reject; if three offers get no response, the system auto‑assigns the case to a fallback agent or queue, ensuring timely handling without leaving it unassigned. 

[reshmakore57046]

@Ankur Bawiskar 

Yes, on the awa_work_item table, there is a field called offer_count where we can see how many times the case was offered.

Regards,

Reshma Kore.

[reshmakore57046 · Accepted solution]

Hello,

Solution / Configuration Steps:

Step 1:
Navigate to the sys_db_object table and create two fields.

Step 2 : Create a new Business Rule on the awa_work_item table.
Note: There is no need to add any script in the Advanced tab.

Step 3 : Create a queue in the Service Channel and configure the following:

• Max Tries

• Next Queue (Auto Assigned)

Note:

• The first queue assignment rule should use Accept/Reject.

• The Next Queue selected must use an Auto-Assignment rule.

Original Post - https://www.servicenow.com/community/csm-forum/how-to-auto-assign-csm-cases-after-accept-reject/m-p/...

Thank You&  Regards,

Reshma Kore.