Article10_TM : AWA(Advanced Work Assignment) with On Call Scheduling
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2 hours ago - last edited 2 hours ago
Use Case: There is a ServiceNow group receiving N number of incidents everyday. Team works 24/7 across 3 different shifts. Incidents are currently being assigned by the resource manager based upon the availability of team members.
User Criteria- Incident should be automatically assigned to an analyst based upon the availability per the shift.
Expected Output-
Ideally it should only assign the incident to the person working in the respective shift.
Helpful documentation/link to implement the Solution:
To effectively route work items to agents based on their shifts you can use skill based routing , you can create a skill, skill determination rule and assign this skills to the required agent .
For implementing this please refer the below documentation and let us know if you have any further queries on this .
https://www.servicenow.com/docs/r/servicenow-platform/skills-management/skill-based-routing.html?con...
https://www.servicenow.com/community/agent-chat-routing-and-sidebar/mandatory-skills-in-advanced-wor...
https://noderegister.service-now.com/kb?id=kb_article_view&sysparm_article=KB0951909
#Article #Advanced Work Assignment #learning
