Round Robin auto assignment for HRSD
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‎01-06-2025 01:58 PM
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!
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Human Resources Service Delivery
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‎01-14-2025 03:10 PM - edited ‎01-14-2025 03:11 PM
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.

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‎01-14-2025 07:05 PM
@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.
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3 weeks ago
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