AWA - Assigning existing work item

lukasrudaitis
Tera Expert

‎04-17-2023 06:41 AM

Hello,

I am configuring AWA for CSM, so far I have configured automatic assign for new cases. However next is to configure the automatic assignment for cases that has already been worked on. For example case was set to Pending, customer replied and the state is back to Open. I would like AWA to assign it to available agent. I am struggling to find information about this part. Is it possible? And if so how to configure it?

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DUGGI
Giga Guru

‎04-17-2023 06:55 AM

@lukasrudaitis try this

 

Yes, it is possible to configure AWA for the automatic assignment of cases that have already been worked on in ServiceNow CSM.

To configure this, you can follow these steps:

  1. Open the ServiceNow CSM application and navigate to the "Case Management" module.
  2. Click on "Cases" from the left-hand side menu, and then click on "All Cases".
  3. Click on the gear icon at the top right corner of the page and select "Configure".
  4. Under the "Assignment" section, select "Automatic" and then click on the "Edit" button.
  5. In the "Edit Automatic Assignment" dialog box, select "Advanced Assignment Rules" from the "Assignment Method" drop-down menu.
  6. Under the "Advanced Assignment Rules" section, click on the "Add Rule" button.
  7. In the "New Assignment Rule" dialog box, configure the following parameters:
  • Name: Enter a name for the rule.
  • Active: Select "Yes" to activate the rule.
  • Order: Set the order in which the rule will be evaluated (e.g., 1 for the first rule, 2 for the second rule, etc.).
  • Description: Enter a description for the rule (optional).
  • When: Configure the condition(s) that must be met for the rule to apply (e.g., "State changes to Open").
  • Who: Configure the assignment criteria (e.g., "Assign to Available Agent").
  • How: Configure the assignment method (e.g., "Round Robin").
  1. Click on the "Submit" button to save the rule.
  2. Repeat steps 6-8 to add additional rules as needed.

Once you have configured the automatic assignment rules, they will be applied whenever a case meets the specified conditions. The system will automatically assign the case to an available agent based on the configured criteria and method.

Note that you may need to adjust the conditions and criteria based on your specific business needs and workflows. Additionally, if you have any customizations or integrations in place that affect case assignment, you may need to modify the rules accordingly.

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