Best Practices for Skill Assignments in AWA

[sunilsargam]

I'm using ServiceNow Advanced Work Assignment (AWA) and creating a service channel on the sc_req_item table. I have around 60 different catalog input combinations, and based on those, I need to assign requests to specific users. Currently, I'm creating 60 skills and assigning them to the respective users. However, my architect is challenging this approach, suggesting assignments should be done at the group level instead of the individual level.

The problem is, creating 60 different assignment groups just to match these input combinations would lead to significant maintenance overhead. Is there a more efficient or scalable design approach to handle this scenario within AWA? Any suggestions or best practices would be appreciated.

[SteveD3]

It seems to me that the individual users would be subject to more change over time than groups would be.  

That would then imply that assignments done at the group level would be less likely to create a maintenance headache than assignments done at the individual level.

Either way the up front setup would be detailed and time-consuming, but going forward, I would lean towards group assignments myself.

[Anil Nemmikanti]

Hi @sunilsargam ,

If it is a simple assignment to the user/group without the requirement of skills and schedule and all. Please consider using the Assignment rules.

If it requires skills and all then consider AWA.

As a best practice using groups recommended rather than assigning to a specific user as User might be removed in the later stages. But it purely depends upon the customer requirement if customer is not into creating groups because of maintenance issue.

We can go with assigning to users directly. But please customer be informed about the implications. Thank you.