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How to Configure AWA for Incident Assignment Based on Agent Workload?

sontamlavan
Tera Contributor

‎03-10-2025 05:03 AM

Hello ServiceNow Community,

I am seeking guidance on configuring Advanced Work Assignment (AWA) to automatically assign new incidents to agents within a specific assignment group based on their current workload. Specifically, I aim to:

  • Identify active members within an assignment group.
  • Determine the number of active incidents assigned to each member.
  • Assign new incidents to the member with the fewest active incidents to ensure balanced workload distribution.

For example, if each member in a team has 3 tickets and one member has 2 tickets, the latest incident should be assigned to the member with the least number of tickets.

Could you provide guidance on how to configure AWA to achieve this functionality?

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SupriyaWaghmode
Kilo Sage
Kilo Sage

‎03-10-2025 07:53 AM

Hello , 

In AWA - 

If Navigate to All > Advanced Work Assignment > Settings > Assignment Rules.

  1. Select the Chat - Most Capacity assignment rule.
    For information about AWA assignment rules, see Configure agent assignment rules.

 The field "Assign By" has two option 

  • Last Assigned: Routes a work item to the agent who has gone the longest without being assigned work.
  • Most Capacity: Routes a work item to the agent who has the greatest availability for handling the work In the Auto-assign handling related list, perform the following tasks.
  • In your case -Most capacity  will work .

Please check below document to learn about other form fields 

https://www.servicenow.com/docs/bundle/vancouver-servicenow-platform/page/administer/advanced-work-a...

 

Thanks & Regards ,

Supriya Waghmode |ServiceNow Consultant

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