AWA Provide any solution

[viya]

I created service channal in awa,after created for two Queues,but in queue which condition is sutable for this below senario.

Create a Service Channel for Incident , create multiple queus based upon workstrea , then create a logic that if location is INDIA and timing 11:00 am - 7 PM then assignement group and assigned to should be "AWA India Team" else if location is USA and timing is 8 PM - 6 AM then assignment group should be " AWA US Team"..

[cloudops]

Here are the steps to implement your scenario in ServiceNow:

1. Create a Service Channel for Incident:
- Navigate to Service Channel application in ServiceNow.
- Click on New to create a new Service Channel.
- Fill in the necessary details like Name, Description, etc. and select Incident in the "Applies to" field.

2. Create multiple queues based on the workstream:
- Navigate to Queues application in ServiceNow.
- Click on New to create a new Queue.
- Fill in the necessary details like Name, Description, etc. and select the Service Channel created in the previous step.

3. Create a logic for assignment based on location and timing:
- This can be achieved by creating a Business Rule or using Assignment Rules.
- For Business Rule:
- Navigate to System Definition > Business Rules.
- Click on New to create a new Business Rule.
- In the When to run tab, select "before" in the "When" field and "insert, update" in the "Insert/Update" field.
- In the Conditions tab, write a condition to check if the location is INDIA and the current time is between 11:00 am - 7 pm.
- In the Actions tab, set the assignment group and assigned to "AWA India Team".
- Repeat the steps to create another Business Rule for the USA location and timing.
- For Assignment Rule:
- Navigate to System Policy > Assignment > Assignment Rule.
- Click on New to create a new Assignment Rule.
- In the Conditions tab, write a condition to check if the location is INDIA and the current time is between 11:00 am - 7 pm.
- In the Actions tab, set the assignment group and assigned to "AWA India Team".
- Repeat the steps to create another Assignment Rule for the USA location and timing.

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