need help on incident assignments

[Saurabh Anand]

Hi Community,

I have been asked a question about the assignments of incidents to the assignment group members. Say we have an assignment group that has 50 members and we receive 200 incidents daily. What should we do to assign equal number of incidents to each members.

Please help me on this.

Thanks,

Saurabh

[Sohail Khilji · Accepted solution]

yes you go to configure it, its pretty simple to configure it after installation. 

you can explore the doc which @AndersBGS  has shared. this will help you configure it step by step.

if it helped kindly mark the answer helpful / correct to move it to answered queue...

[AndersBGS · Accepted solution]

Hi @Saurabh Anand ,

Advanced work assignment needs to be configured - you can read more about it here: https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/administer/advanced-work-assig...

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders 

[AndersBGS · Accepted solution]

Hi @Saurabh Anand ,

Advanced work assignment needs to be configured - you can read more about it here: https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/administer/advanced-work-assig...

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders 

[Dr Atul G- LNG · Accepted solution]

Hi @Saurabh Anand 

Experts already answered AWA is the best option but it will not work alone. you need to do configuration like 

Skill, availability as well and then it will work.

https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/administer/advanced-work-assig...