Advanced Work Assignment for Service Requests in ITSM

[rohiniakshi]

I observe that it is available for PSDS module - https://www.servicenow.com/docs/bundle/xanadu-government-industry/page/product/public-sector/concept...

Is there something equivalent for ITSM module - to automatically assign service requests/ requests to service desk agents

[kaushal_snow]

@rohiniakshi ,

Yes , you can use Advanced Work Assignment to automatically assign service requests or other work items based on agent availability, capacity and skills, but you’ll need to ensure you have the required licence or plugin for AWA, configure a Service Channel for your request table, define routing Queues and Assignment Rules, and then link the requests to those queues so that work is pushed to agents rather than manually triaged.........

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[rohiniakshi]

Thanks Kaushal.

Hey,

I realized that I have this questions on SPM forum.

However - the question is unrelated to SPM i.e.., linked to ITSM forum / ITSM Service Requests.. 

Hope your answer addresses ITSM? Kindly acknowledge

Can you please clarify if this setup (AWA for Service Requests ITSM module) requires custom code ?

or just configurations using AWA plugin?

similar to how AWA is configured on Incidents / chats...?

Appreciate your response

Thanks,

Rohini