Configure rules to automatically assign cases to specific agents or groups based on the rule conditions. You can either modify predefined assignment rules or create new ones.

Before you begin

Role required: Based on the application that you are configuring, you need the following roles:
  • For Financial Services Payment Operations: sn_bom_payment.admin and admin
  • For Financial Services Card Operations: sn_bom_card.admin and admin
  • For Financial Services Complaint Management: sn_bom_compl.admin and admin
  • For Financial Services Business Deposit Operations: sn_bom_deposit_b2b.admin and admin
  • For Financial Services Personal Deposit Operations: sn_bom_deposit_b2c.admin and admin
  • For Financial Services Business Loan Operations: sn_bom_loan_b2b.admin and admin
  • For Financial Services Personal Loan Operations: sn_bom_loan.b2c_admin and admin
  • For Financial Services Business Lifecycle: sn_bom_clo_b2b.admin and admin
  • For Financial Services Client Lifecycle: sn_bom_clo_b2c.admin and admin
  • For Financial Services Treasury Operations: sn_bom_treasury.admin and admin
  • For Commercial Lines Claims: sn_ins_claim_cml.admin and admin
    Note: Insurance Special Investigations is installed with Commercial Lines Claims, and additionally requires the following roles: sn_ins_siu.admin and admin
  • For Individual Life Servicing and Individual Life Underwriting: sn_ins_policy_b2c.admin and admin
  • For Group Life Servicing and Group Life Underwriting: sn_ins_policy_b2b.admin and admin
  • Individual Life Claims: sn_ins_claim_indl.admin and admin
  • Insurance claims: sn_ins_gen_claim.admin and admin

About this task

When you create an assignment rule, you select the following:
  • The table for the task type and the conditions that must be met before the task is assigned.
  • The user or the group that the task is assigned to.
Alternately, you can create a script to further customize the assignment rule.
Review the assignment rules that are installed with the Financial Services Operations applications.
Table 1. Assignment rules installed with Financial Services Operations applications
Application Assignment rule Table
Financial Services Payment Operations Payment Inquiry Assignment Rule sn_bom_payment_inquiry
Inquiry Task sn_bom_payment_inquiry _task
Claim sn_bom_payment_claim
Debit Approval sn_bom_payment_service
Financial Services Card Operations Credit Card Service sn_bom_credit_card_service
Credit Card Task sn_bom_credit_card_task
Credit Task sn_bom_credit_asmt_task
Document Service sn_bom_document_task
Financial Services Business Loan Operations Loan Service – Business sn_bom_loan_b2b_service
Loan Task – Business sn_bom_loan_b2b_task
Credit Service – Business sn_bom_credit_asmt_loan_b2b_service
Credit Task – Business sn_bom_credit_asmt_b2b_task
Document Service – Business sn_bom_document_b2b_task
Financial Services Personal Loan Operations Loan Service sn_bom_loan_service
Loan Task sn_bom_loan_task
Credit Service sn_bom_credit_asmt_loan_service
Credit Task sn_bom_credit_asmt_task
Document Service sn_bom_document_task
Financial Services Business Lifecycle Account Lifecycle Service sn_bom_clo_b2b_account_service
Contact Lifecycle Service sn_bom_clo_b2b_contact_service
Account Lifecycle Service Task sn_bom_clo_b2b_account_task
Contact Lifecycle Service Task sn_bom_clo_b2b_contact_task
Financial Services Client Lifecycle Customer Lifecycle Service sn_bom_clo_b2c_service
Customer Lifecycle Task sn_bom_clo_b2c_task
Financial Services Treasury Operations RDC Service sn_bom_treasury_rdc_service
Wire Service sn_bom_treasury_wire_service
Treasury Task sn_bom_treasury_task
Individual Life Claims Individual life claim service sn_ins_claim_indl_death_case
Individual life claim task sn_ins_claim_indl_death_task
Related death policy claim service sn_ins_claim_indl_rel_death_case
Insurance claims Travel claim case sn_ins_gen_claim_case
Travel claim baggage adjuster task sn_ins_gen_claim_adj_task
Travel claim trip adjuster task sn_ins_gen_claim_adj_task

For advanced assignment rules, you can also use the ServiceNow Advanced Work Assignment (AWA) feature to automatically assign work items to agents, based on their availability, capacity, and optionally, skills. For more information, see Advanced Work Assignment.

Procedure

  1. Navigate to All > Routing and Assignment > Assignment Rule.
  2. Create an assignment rule or modify an existing rule.
    • To create a rule, click New.
    • To review an existing rule, filter the list to show the rules for the application tables and then open a rule.
  3. On the form, fill in the fields.

    For information about the Assignment Rule form fields, see Create an assignment rule.

  4. Click Submit or Update.