Using ServiceNow AWA for incident auto assignment

cw82uk
Mega Expert

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?

2 REPLIES 2

Community Alums
Not applicable

Hi @cw82uk ,

  1. Navigate to All > Advanced Work Assignment > Settings > Assignment Rules.
  2. Select the Chat - Most Capacity assignment rule.
    For information about AWA assignment rules, see Configure agent assignment rules.
  3. In the Auto-assign handling related list, perform the following tasks.
    1. Select the Enable auto-assign work items check box.
    2. 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.
  4. Click Update.

 

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?