How to Configure AWA for Incident and catalog task based on availability and capacity

[DhathriC]

Hello ServiceNow Community,

I am seeking guidance on configuring Advanced Work Assignment (AWA) to automatically assign new incidents to agents within a specific assignment group based on their current workload. Specifically, I aim to:

• Identify active members within an assignment group.
• Determine the number of active incidents assigned to each member.
• Assign new incidents to the member with the fewest active incidents to ensure balanced workload distribution.

For example, if each member in a team has 3 tickets and one member has 2 tickets, the latest incident should be assigned to the member with the least number of tickets.

Could you provide guidance on how to configure AWA to achieve this functionality?

#AWA #Assignmentrules

[Dr Atul G- LNG]

Opps:

https://www.servicenow.com/community/agent-chat-routing-and-sidebar/understanding-servicenow-awa-wha...

https://www.youtube.com/watch?v=fANNto5TG-0

[DhathriC]

I don't want the Rejection option for assigned to. How to achieve that?

[Dr Atul G- LNG]

Hi @DhathriC 

Rejection is an out-of-the-box functionality and cannot be removed. It is required from the user side. A user may choose not to act on it or may be busy, but this behavior is as per OOTB design.

[Tanushree Maiti]

Assignment behavior in ServiceNow is controlled using the Assign By field in the Assignment Rule, which is part of Assignment Eligibility and configured within Queues.

The Assign By field has two options:

• Most Capacity:
  Assigns the task to the eligible agent with the highest available capacity.

• Last Assigned:
  Used for continuity; the system attempts to assign the task to the agent who last handled similar work, provided the agent is still eligible and has available capacity.

Also, skills can be enforced as mandatory during assignment too. Here is the detailed video - Advanced Work Assignment (AWA) Tutorial: Automatically assign work to agents by skill 

Ref: - AWA Assignment and Routing