Advanced Work Assignment - Switching to Pull Assignment

[maortega]

Hello everyone,

I'm currently working with Advanced Work Assignment in ServiceNow and I'm interested in shifting from a push assignment model (where requests are automatically assigned to agents based on their workload) to a pull or group work assignment model (where all requests are visible to all group members and can be picked up by any agent).

I'm facing some challenges in the configuration process to facilitate this shift. Does anyone have experience with implementing this type of assignment model, or can anyone guide me on how to go about this?

Any insights or recommendations would be greatly appreciated.

Thanks in advance for your help!

[jMarshal · Accepted solution]

What application/module are you looking to do this for? ITSM, ITBM, SecOps, CSM, HRSM, etc?

Basically, you need to turn off AWA and change your associated flows to assign the task/req/ince/record/object to an assignment group, but not any individual (how to do this depends on which module, etc)...then you need to give the agents/fulfillers access to the list of unassigned records (this exists oob as "my stuff", I believe) for where they are a member of the group for where it was assigned. Be sure to also create the associated notifications if they don't exist already (most should, oob), to enable the workers to know when something is assigned to a group they are responsible for "pulling from".