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Implement AWA with shift handling.

SwapnilR
Tera Contributor

‎10-21-2024 05:24 AM

I cannot find any proper reference for implementing AWA with shift handling, please attach reference material if you know any . Thanks!

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sushmadantu
Tera Contributor

Wednesday

Does ServiceNow provide documentation on which tables AWA scripts use to identify the right agents? After enabling Shift Planning in Agent Assignment Rules, I don’t see any clear steps to troubleshoot whether it’s functioning correctly. Additionally, how does Shift Planning interact with Skill Handling in the assignment process?

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