Exclude Resolved state tickets considered in agent universal capacity in use in servicenow AWA
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ā02-24-2025 04:57 AM
When an agent has resolved a ticket but not closed it, the ticket still get counted in the agents' universal capacity in use. How to exclude resolved and on-hold incidents getting counted in agents' universal capacity in use.
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ā02-24-2025 09:17 AM
Hi @MJ20
>Open your service channel
>Select capacity and utilization tab
>Update your condition as per your requirement. (Picture has been attached for reference)
Please mark my response helpful, if it resolves your issue!
Regards,
Satya