Hi all Can you help me?

jhnvncntdel
Tera Contributor

‎04-16-2025 03:30 AM

  1. Automated assignment for incident 

Network Group manager wants to automate assigning tasks to members of the group. When a new incident is assigned to this group and it is not assigned to anyone, a configuration/script will assign it in a round robin assignment to the member. 

Note: Assign 10 members to the group.

 

For the SLA of the incident:

  1. Auto-Notifications should be sent out by the tool for:
    1. Tickets nearing SLA breach 70%.
    2. Tickets that breached the SLA 100%.
  1. Recipient of the notices should be the assigned support team.
  2. Content:
    1. Subject: (incident number) has breached (%) of the agreed Resolution SLA
    2. Body:

The incident (number) has breached (%) of the agreed Resolution SLA

Click here to view the incident: (link)
Short Description: 
Description:

Thanks,

IT Support

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StephenR0086629
Tera Contributor

2 weeks ago

I’ve faced similar hurdles in ServiceNow, especially when trying to configure custom forms and workflows. The key is isolating whether it’s a UI policy, business rule, or permission issue. I now document everything in advance using tools like Phonexa for external process tracking—it helps me visualize dependencies and spot misconfigurations faster when something breaks in the system.

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