Automatically route an incident to the AWA queue corresponding to the current assignment group

Man1234
Tera Contributor


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,

 

 

2 REPLIES 2

SumanthDosapati
Mega Sage
Mega Sage

Did you setup your AWA queue? 

Not yet. If you have any ideas on this, please let me know.