Automatically route an incident to the AWA queue corresponding to the current assignment group
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01-21-2025 09:29 PM
When an incident is created or updated, the system should identify the assignment_group of the incident and It should ensure that the incident is automatically linked to the AWA queue corresponding to that group.
Agents in that assignment_group Should see the incident in their Agent Workspace, if they are eligible and available.
This process should happen dynamically for every incident without manual configuration for each group.
Thanks,

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01-22-2025 03:32 AM
Did you setup your AWA queue?
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01-22-2025 09:07 PM
Not yet. If you have any ideas on this, please let me know.