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Can we use Advanced work assignmnet to just assign incidents from va to existing assignment groups

PriyanshuVerma1
Tera Expert

‎07-29-2024 02:30 AM

Hey I know awa can be used for routing tickets to live agent. But can it be used to just assign tickets to existing assignment groups based on conditions ?

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎07-29-2024 03:48 AM

Hi @PriyanshuVerma1 

I think no, for just assign tickets to existing assignment groups based on conditions ?

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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PriyanshuVerma1
Tera Expert
In response to Dr Atul G- LNG

‎07-29-2024 04:29 AM

Yeah I just want to know that if incidents created through virtual agent can be assigned to already existing assignment groups based on conditions like : short descp.

Is it possible or awa can be used only for routing to agents ?

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Dr Atul G- LNG
Tera Patron
Tera Patron
In response to PriyanshuVerma1

‎07-29-2024 04:50 AM

Hi @PriyanshuVerma1 

 

I think before AWA, assignment rules run and that can be the right answer for your issue. Better try this in PDI and share feedback.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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