How to populate assignment group of HR case using AWA before agent accepts it

[Vasu ch]

Hi,

I have configured Advanced work assignment for HR cases. I have setup queues, assignment eligibility etc. and its working fine. In Assignment eligibility, I gave only one group. So, the HR case will be assigned to that group members only. Now the requirement is to populate the assignment group on HR case even before agent accepts it. Is there a way to do that?

I thought of using a BR for it but I doubt whether AWA works if assignment group is already populated. Please advice me here.

[Siddhesh Jadhav · Accepted solution]

Hi @Vasu ch ,

You can use a Business Rule or a Flow Designer action to pre-populate the `assignment_group` based on your eligibility logic before the case is assigned. However, it's important to test whether this interferes with AWA.

1. Pre-populate the Assignment Group: Use a Business Rule to populate the `assignment_group` field based on your criteria before the agent picks it up. Trigger the rule before the case enters the AWA queue.

2. AWA Compatibility: AWA generally assigns cases dynamically, but if the `assignment_group` is pre-populated, it might still work as expected. AWA might continue assigning to an agent while skipping the group update since it's already populated.

Approach:
- Test It: Set up your Business Rule to pre-populate the `assignment_group` and check whether AWA assigns cases correctly.
- Queue Logic: If AWA relies on the queue for agent assignment, pre-populating the group shouldn't cause any major issues.

Best regards,
Siddhesh Jadhav

Please test this setup and see if it works. If it does, don't forget to mark this as helpful and accept the answer!

[Vasu ch]

I configured BR and its working fine. Thanks

[Sandeep Goudar]

Hi Vasu,

We recently configured the AWA and encountered a similar issue. When cases are created and routed, the assignment group does not auto-populate until the agent accepts the case. After discussing this with the ServiceNow team, we learned that this is expected behavior.

However, after reading your post, I believe we can auto-populate the assignment group using the solution provided by Siddhesh and yourself. You mentioned that it works fine with a Business Rule. Could you please share the Business Rule you are using so that we can implement and test it in our environment?

Thank you,

Sandeep