Auto Assign the Assignment group using Short description- predictive intelligence

[sai Harshitha M]

Hello everyone,

How to auto assign the assignment group of incident table, using short description in predictive intelligence.

Thanks in Advance!

[BillMartin]

Hello @sai Harshitha M ,

There are quite a few ways in auto assign to the correct group.

You can use either assignment rules or Advanced Work Assignments (AWA).

I recommend using AWA. With this feature, you will get to maximize the team based on skills, availability, and capacity.

For further reading :

Assignment Rules Link

Adavanced Work Assignments

Please mark as helpful and accept solution if you find it servces its purpose.

Thanks,

Bill