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Exclude Resolved state tickets considered in agent universal capacity in use in servicenow AWA

MJ2025
Tera Contributor

‎02-24-2025 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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satyaprakas
Tera Expert

‎02-24-2025 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) 

 

satyaprakas_0-1740417246620.png

Please mark my response helpful, if it resolves your issue!

Regards,

Satya

 

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