Auto Ticket Assignment Configuration and Queue Updates
1. Queue Re-Configuration: COMPLETED
- Re-create the SN TechOps queue in ServiceNow.
- Move the following team members from the SN Corporate EUC queue to the newly created SN TechOps queue:
2. Auto Ticket Assignment Schedule – SN Corporate EUC Queue:
Business Hours (8:00 AM – 5:00 PM EST):
- Implement a round-robin auto assignment for all members in the SN Corporate EUC queue, excluding the following:
After Hours (5:01 PM – 7:59 AM EST):
- Implement a round-robin auto assignment exclusively between:
3. Functionality: FTO Handling
We will require an enhancement to the scheduling logic to account for (FTO). This solution should be able to:
- Temporarily exclude users from the rotation during their FTO periods.
- Automatically reintegrate them into the round-robin schedule once FTO has ended.
Please advise on available options for FTO integration or let us know if additional development is needed to support this feature.
4. Concerns
How should we handle new hire tickets? They would not be considered for round robin? There is another schedule for New Hire rotations. How would holidays be considered?
using awa i want to configure can any one give me the step by step procedure to implement this requirement
