Advanced work assignment - Assign ticket to agent auto acceptance

[manishaidhate]

Hi All,

In AWA can we assign ticket to agent automatically, skipping step to accept and reject.

[Tim Grindlay]

I think the ability to control what appears in the inbox would be an advantage. Some teams may want to use AWS for operational BAU type work, but also have slow burn or scheduled work like changes that would be better managed in other areas of the platform.

[Steve Kelly]

Hi Eric,

Is there anything in the works to be able to used AWA skill based routing to assign to assignment groups only? Our non-service desk groups do not really use Agent Workspace, and also prefer to have tasks routed at the group level where they can then retrieve them based on their availability. I understand this does not quite solve the problem of getting a resolution as fast as possible, but it would be nice to have this flexibility.

Thanks,

Steve

[Eric Merkle]

@Steve Kelly, I can understand the ask for this when you get to level 2/3 resources, but the goal of awa is to be smart about the capacity/skills of the agent. Please submit an idea on the topic. This helps us plan new features by customer demand.  I'm looking into a few options for how we reach out to those agents who don't stay in ServiceNow like Level 1 agents.

[Steve Kelly]

@Eric Merkle 

Is that to say that there is currently no useful out of box solution for automated skill based routing to level 2/3 resources that you are aware of? This seems like a pretty large gap in the product. We have been looking at assignment rules, and data lookup rules and so forth, but nothing has really been useful. I can submit an Idea on this, but want to make sure there is nothing out of box already.

Thanks,

Steve