How to create a queue manger rule based on the agent location

[raj99918]

Hi 

I have below requirement How to develop this one.

1. Create Queue rule to work for both Incident and SCtasks.

Given - All Open SCtasks & Incident with Assignment Group 'ABC' (Need to consider InProgress , Open and on hold)

Then - Configure the Queue Manager to assign all SCtasks & Incidents automatically within the ABC group members who is available having state a 'True'

2. Given - All  InProgress , Open and on hold Requests & Incident with Assignment Group 'ABC'
 
When - the system evaluates the queue assignment,

Then - the system should check the queue weight condition of the related queue before proceeding with the further routing or assignment logic.

3. If the user who raised ticket is from a specific location then the ticket should be assigned to group member for ServiceNow group 'ABC' of the same location.

If the assigned engineer from the specific location group is unavailable, the ticket should be reassigned to one of the engineers listed in the Queue Manager (True State).

[raj99918]

Hi @Ankur Bawiskar Guide me here please

[Dr Atul G- LNG]

Hi @raj99918 

Not sure if you’re satisfied or just looking for a ready-made answer. Here’s a link on how to create a query—refer to it and make changes as needed. You can do all of this easily with a bit of practice. Give it a try, mate—you’ll learn and move forward!

https://www.servicenow.com/docs/bundle/yokohama-customer-service-management/page/product/workforce-o...

[Ankur Bawiskar]

@raj99918 

since this is for Incident and SC Task, did you check Advanced work assignment feature?

Exploring Advanced Work Assignment 

also check the Queue management for ITSM

Manage service channels and queues 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[raj99918]

Hi @Ankur Bawiskar Thanks for the reply am not exactly sure about this one Do you have any other solution