Using ServiceNow AWA for incident auto assignment
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08-15-2023 07:13 AM
It seems AWA within ServiceNow allows for incident auto assignment using round robin of available assignees from a group.
I wondered if anyone has any experience with this since I have only come across AWA to auto assign chats?
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Incident Management
2 REPLIES 2
Community Alums
Not applicable
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08-15-2023 07:37 AM
Hi @cw82uk ,
- Navigate to All > Advanced Work Assignment > Settings > Assignment Rules.
- Select the Chat - Most Capacity assignment rule.
For information about AWA assignment rules, see Configure agent assignment rules.
- In the Auto-assign handling related list, perform the following tasks.
- Select the Enable auto-assign work items check box.
- From the Display options list, select the required value.
- Inbox card: Accepts the interactions and adds them to the agent inbox. Agent can open the accepted interaction from the inbox.
- Inbox card and workspace tab: Accepts the interactions and opens a tab for each accepted interaction.
- Click Update.
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08-16-2023 03:01 AM
thanks for the reply @Community Alums once I have setup an assignment rule how do I link that to a group so it assigns incidents to members with the Most Capacity in that group as I don't want the assignment rule to run on all groups?
