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 

[Sohail Khilji]

@Saurabh Anand ,

No worries , servicenow has a module called 'Advance work assignment' which takes care of ticket assignment automatically based on your team size, efforts and capacity. You can install and configure that plugin to use it for this use case.

i hope i helped you...

[AndersBGS]

Hi @Saurabh Anand ,

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

This will in general assign incidents based on availability, capacity and skill.

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

Best regards

Anders 

[Saurabh Anand]

Thanks for your response @AndersBGS and @Sohail Khilji, I can see this plugin is free and I am installing it currently but after installation do we need to configure this plugin based on tables or will it automatically work for all the tables.

[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...