https://www.servicenow.com/community/now-assist-for-creator-forum/awa-routing-issue/m-p/3282148#M593 <P>&nbsp;</P><P><SPAN>I have created three skills and assigned them to different users. My requirement is that when a user selects a country variable in the catalog item, the ticket should be assigned to the appropriate user based on their skill.</SPAN></P><P><SPAN>For example:</SPAN></P><UL><LI><P><SPAN><EM>User_Belgium</EM> should receive tickets when the country variable is set to Belgium in the catalog item.</SPAN></P></LI><LI><P><SPAN><EM>User_China</EM> should receive tickets when the country variable is set to China.</SPAN></P></LI></UL><P><SPAN>I have set up the skills and configured skill determination rules. In the skill determination rule, I am checking dot-walking on <STRONG>sc_req_items</STRONG> to ensure that the variable country is China.</SPAN></P><P><SPAN>Additionally, I have created a group and added both users to it. I also created a queue and assigned this group as eligible for ticket assignment.</SPAN></P><P><SPAN>However, when a request is raised, tickets are being assigned to the group but not distributed according to user skills.</SPAN></P><P><SPAN>Could you please advise if I am missing any configuration or whether this setup is achievable?</SPAN></P><P>&nbsp;</P> Thu, 05 Jun 2025 12:09:54 GMT sunilsargam 2025-06-05T12:09:54Z https://www.servicenow.com/community/now-assist-for-creator-forum/awa-routing-issue/m-p/3282148#M593 <P>&nbsp;</P><P><SPAN>I have created three skills and assigned them to different users. My requirement is that when a user selects a country variable in the catalog item, the ticket should be assigned to the appropriate user based on their skill.</SPAN></P><P><SPAN>For example:</SPAN></P><UL><LI><P><SPAN><EM>User_Belgium</EM> should receive tickets when the country variable is set to Belgium in the catalog item.</SPAN></P></LI><LI><P><SPAN><EM>User_China</EM> should receive tickets when the country variable is set to China.</SPAN></P></LI></UL><P><SPAN>I have set up the skills and configured skill determination rules. In the skill determination rule, I am checking dot-walking on <STRONG>sc_req_items</STRONG> to ensure that the variable country is China.</SPAN></P><P><SPAN>Additionally, I have created a group and added both users to it. I also created a queue and assigned this group as eligible for ticket assignment.</SPAN></P><P><SPAN>However, when a request is raised, tickets are being assigned to the group but not distributed according to user skills.</SPAN></P><P><SPAN>Could you please advise if I am missing any configuration or whether this setup is achievable?</SPAN></P><P>&nbsp;</P> Thu, 05 Jun 2025 12:09:54 GMT https://www.servicenow.com/community/now-assist-for-creator-forum/awa-routing-issue/m-p/3282148#M593 sunilsargam 2025-06-05T12:09:54Z