Advanced Work Assignment

RM10
Tera Contributor

‎03-11-2025 01:27 PM

Hello Experts,

 

We have some requirements to auto assign a Ticket to a Group member based on email containing some words. We do have about ~ 40 mapping records for this. 

Can Advanced Work Assignment functionality come in handy for this requirement or not? 

Please advise. 

Thanks,

RM

 

RM10_1-1741725170579.png

 

 

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎03-11-2025 02:57 PM

Hi @RM10 

Here are the two scenarios:

  1. Are you suggesting that a specific word record should be assigned to a specific member, or can any word record be assigned to a member based on availability?

    • If the second case is true, then AWA (Automated Work Assignment) would be the best option. You can define skills, queues, and channels and use them accordingly.
    • If the first case is true, then I would recommend using the Assignment Lookup Rule.

 

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