ITSM - Assignment Rule Issue
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03-11-2025 11:51 AM
Hi Team ,
We have a assignment rule created , which intents to assign a specific group havig 4 members .
Group - ABC
User - 1
User - 2
User - 3
User - 4
The assignment rule is assigning tickets to only 2 User and not the other 2.
I tried removing U3 & U4 from the list and added back , same thing happens. Any idea obout the behaviour ?
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03-11-2025 12:21 PM
Hi @SandeshD,
Is AWA enabled? If Advanced Work Assignment (AWA) or Agent Affinity is enabled, the system may be prioritizing User 1 and User 2 based on workload, experience, or previous assignments...
If you found this helpful, please hit the thumbs-up button and mark as correct. That helps others find their solutions.
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03-11-2025 12:42 PM
No , I don't think so !
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03-11-2025 02:54 PM
Hi @SandeshD
Is this issue occurring during a specific time period or throughout the day? If it happens at a particular time, it could be triggering the on-call schedule. Please check that as well.
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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03-11-2025 10:48 PM
No , it's happening for all the cases being raised.
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03-12-2025 12:18 AM
Hi @SandeshD
I think, now support is only best option to check. If you have AWA then update/repair the plugin else log a Now Support case.
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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