Advanced Work Assignment - Work Item Sort Order

[Camilla5]

Hi all,

I have installed Advanced Work Assignment plugin in order to implement automatic allocation on several custom processes.

I was checking on queues configuration and I noticed that it is possible to configure a specific Work Item Sort Order for each queue.

According to ServiceNow documentation, the Work Item Sort Order specifies the order in which work items in a queue are sorted.

Also, you can define as sorting criteria any field from the table for the associated channel and you can define a sort direction (ascending or descending).

(see attachment 1)

However, what is the meaning of defining a sort direction (ascending or descending) if you select as sorting criteria a field such as “Assigned to”, “Skills” or “Short description” (or other string/reference/choice fields, for example)?
How would the sorting work in this case?

 (see attachment 2)

Thank you!

[Community Alums]

Hi @Camilla ,

1. Navigate to All > Advanced Work Assignment > Queues > Module and select the queue.
2. Select the Work Item Sort Order related list and select New.
3. In the Work Item Sort Order form, select:
   1. Field: The field to be used for the sort. The fields are from the table for the associated channel. For example, the fields available for the chat service channel are from the Interaction table.
   2. Sort Direction: The order in which work items are sorted. Select either Ascending (smallest to largest or oldest to newest ) or Descending (largest to smallest or newest to oldest).
   3. Order: The value of the Order value relative to other items in the queue.
4. Select Submit.

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep