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).

[Dr Atul G- LNG]

Hi @raj99918 

Just to support and guide you—if you don’t read the provided links before starting, you may not fully understand what needs to be done. You’ve been assigned the task, and we’ve shared the links to help you get started. The rest is up to you, mate.