Routing tickets to a group only if there is no available/active support using AWA
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3 weeks ago
Hi Everyone,
Is it possible to assign the ticket to the specific group only not to an agent if there is no Available agent using Advanced Work Assignment. If yes is there any documentation that can help me for this user case.
Thanks in Advance
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3 weeks ago
Hi @Codi ,
check this:
If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.
Kaushal Kumar Jha - ServiceNow Consultant - Lets connect on Linkedin: https://www.linkedin.com/in/kaushalkrjha/
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3 weeks ago
Hello!
Yes, with Advanced Work Assignment (AWA), you can configure tickets to route to a specific group if no agent is available. This ensures tickets stay visible and actionable. Set up fallback rules in your routing logic, and check your platform’s AWA documentation for exact steps—especially if you're using ServiceNow.
