Round Robin auto assignment for HRSD

[CourtneyG]

We are looking into options to help stop the "cherry picking" of cases as they come into the queue, such as a round robin auto-assignment option. Has anyone done something that is working well for you? We prefer not to customize something if possible. Thanks!

[Dennis Ford]

I'm not aware of a way to do this completely OOB.  We used HR Matching Rules and built a script that auto assigns cases on a round robin basis.  By using the HR Matching Rules framework, we feel like it's a non-impactful customization.  We also added the ability for agents to mark themselves OOO (with a date range) to have the auto-assignment skip them for that period of time.

[Sandeep Rajput]

@CourtneyG I am not sure if you are aware of Advanced work assignment (AWA) https://www.servicenow.com/docs/de-DE/bundle/xanadu-servicenow-platform/page/administer/advanced-wor... This plugin can be used to assign work to agents based on their availability, capacity, location, skill department etc. 

[Himanshu Raj]

Hi @CourtneyG try to use "Advanced Work assignment (AWA)" along with "Agent Workspace for HR Case Management" as these two together can revolutionalize how the cases are assigned to agents and agents work on them.

Please refer below for better understanding

AWA: https://www.servicenow.com/docs/csh?topicname=awa-overview.html&version=latest

HR Agent Workspace: https://www.servicenow.com/docs/csh?topicname=agent-ws-hr-case-mgmt-landing-page.html&version=latest