Automated work assignment for HR cases

Manisha30
Tera Guru

‎08-03-2025 11:05 PM

Hi All,

 

We have a requirement that a new skill must be created and assign that skill to 4 agents and

1) Case allocation should be independent of an agent's current workload. Cases should be allocated rotationally to available agents.

2) Cases should only be assigned to online and available agents.

3) "A" service cases should be prioritized over "B" service cases

 

Can someone provide your expertise over here on how we can achieve this?

 

Thanks in Advance!!!
Manisha

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3 REPLIES 3

abirakundu23
Mega Sage

a month ago

Hi @Manisha30 ,
Please go to this path, attached screenshot as reference.
HR Administration -> Manage HR Skill from here create new skill and after that Assigned those skill to HR Agents

abirakundu23_0-1754834661566.png

 

Please follow the product doc for AWA.
https://www.servicenow.com/docs/bundle/zurich-servicenow-platform/page/administer/advanced-work-assi...

Please mark helpful and correct answer if it's worthy for you.


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Manisha30
Tera Guru
In response to abirakundu23

4 weeks ago

Hi @abirakundu23 ,

 

Thanks for the response. I have created the skill and added users to skill and configured the below:

1) service channel

2) Queue

3) Assignment Eligibility

4) Assignment rule with skill being mandatory

5) skill determination rule under skill

 

Still somehow the cases are not assigning to the agents in round robin fashion.

 

Thanks,

Manisha

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