Advanced Work Assignment
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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
1 REPLY 1
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03-11-2025 02:57 PM
Hi @RM10
Here are the two scenarios:
-
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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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
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****************************************************************************************************************
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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