Auto Case assignment based on Agents availability

[Sunit Amin]

Hi All,

I want to understand if there is a way to auto assign the HR Case based on the availability of the agent in a group.

Like if the Agent is on leave then case should not be assigned to him.

Can we use Agent Schedule module for achieving this  or is there any other way?

https://docs.servicenow.com/en-US/bundle/tokyo-field-service-management/page/product/customer-servic...

[Mike Rakvica1]

What are you using to assign cases in the first place? Are you using advanced work assignment? If so this shouldn’t assign cases to the agent unless they’re available anyway.

If you’re using something custom for assignment then approach would be different.

[Sunit Amin]

Using Matching Rules to assign the case currently.