Auto Route tickets based on Agent Skills

[Balaraju K B]

Hi All,

I have a requirement to route the tickets to agents based on Agent Skills using Agent Workspace/Advanced work Assignment. For Example : If Group 1 contains 5 members in which 3 members having 'Skill A' and 2 members with 'Skill B' then How can I configure/map that this particular Ticket needs these skills and I should assign the ticket to only those agents not opposite skill agents?

Is there any way? and I read in docs that I should create "Skill Determination Rule" and BR.I did this but still not working as expected.

Any help here would be great.

@Ankur Bawiskar Any idea on this?

Thanks in Advance,

Bala

[Community Alums]

HI @Balaraju K B ,

Refer to this doc and implement step-by step :https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/advanced-work-assignment...

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Balaraju K B]

@Sandeep Dutta I configured all the steps from that document still not assigning the ticket based on skill it is assigning the ticket to opposite skill agent

[Community Alums]

can you share some screenshots of your configuration.