Automatically assign the cases to agents with script

[annamkanton]

We have a custom application under CSM and currently the cases are created from inbound email actions and automatically assigned to groups from script includes. The client wants to automatically assign the cases to agents as well depending on the number of cases assigned to agents.

There are lot of applications under CSM and If we implement AWA for only one custom application will the other applications impacted?

OR is it possible to assign cases automatically to agents using script itself?

Any help would be greatly appreciated.

[Rupanjani]

Hi @annamkanton ,

Check the below links, if they can help you.

https://www.servicenow.com/community/csm-forum/round-robin-assignment-rule/m-p/373004/page/2

https://www.servicenow.com/community/developer-forum/round-robin-auto-assignment-of-new-incidents-an...

[Sandeep Rajput]

@annamkanton If you do not wish to use AWA then you can plan to use Assignment rules for the case assignment. Refer to this article https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/task-table/c... to know more about Assignment rule.