auto-assign ticket to a specific user
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05-16-2024 05:23 PM
Hello,
We are small team 4 people and we work on a shifts 1 person each shift. Is there any way to auto-assign every ticket that comes in our queue during our shift. I've tried with python script but it doesnt find the table with incidents.
Requrements:
1) It should check every 5 minutes is there any new income ticket in a specific assingment group.
2) It should assing only tickets with column Assigned to: (empty)
3) It should work on background.
I would be very happy if someone gives me a python script that can do it. Or any script/code and explain me how I can run it.
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05-17-2024 12:19 AM
Why a python script? And why scheduled?
How have you defined who it needs to be assigned to? Do you have that schedule in your instance?
Create a flow on create/update of a ticket with your assignment group and 'assigned_to' is empty and set the assigned to to the user on the current shift (lookup your shift table and find the user that is currently there, or any other logic you have applied to know who to assign it to).
Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark
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05-17-2024 04:17 AM
Hi
Not sure it's worth it with that small team, but have you looked at ITSM Workforce Optimisation?
Maybe also advanced work assignment, it's a platform feature. Maybe other teams on the instance could profit from the setup?
Otherwise keep it simple and use flow designer. No need to have this logic outside of ServiceNow.
