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incident agent skill based routing not working properly

Abhishek Sharm1
Tera Contributor

‎03-08-2024 03:37 AM

I have 4 Technician for one skill
A- Expert
B- Advanced
C- Intermediate
D- Basic

 

According to this structure they will follow the assignation like expert>advanced>intermediate>basic
But I am facing the issue that the first ticket will route to Advanced Technicaian rather than Expert Technician. 
If anyone can shed some light on this it would be greatly appreciated

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Dr Atul G- LNG
Tera Patron
Tera Patron
In response to Abhishek Sharm1

‎03-08-2024 04:02 AM

 Hi @Abhishek Sharm1 

 

Might be helpful and share the snippet pelase.

 

https://www.servicenow.com/community/agent-chat-routing-and-sidebar/awa-stop-assignment-outside-of-s...

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