Round Robin Assignment Rule

[amitroy]

How can I create an assignment rule on the task and incident table both so that the rule can assign incidents and the tasks to the a particular group in Servicenow.

Also, the assignment of the tickets (both task and the incident) should follow a Round Robin style of assignment.

[sruthig]

Hi gflewis,

Thanks for the above steps

The above one is working when Contact field of the case form is filled when case creation. Assigned to filed is blank when  the contact field of the case form is empty. 

Please suggest

Regards,

Sruthi

[Giles Lewis2]

You need to check the conditions which are triggering your different Business Rules, and the order in which those Business Rules are running. 

[JP-ODU]

This is incredibly helpful Giles, thanks so much for the script and the step-by-step! I am still having some challenges getting this running, though...

After doing all you described, above, in my test instance, I set to actually testing:

With a group that has 7 members, I created 14 test tickets, expecting that as I assigned them to the group, the business rule would assign the tasks in a round robin manner, with each user ending up with 2 tasks, right?

Out of my 14 test cases, however, 6 were assigned to one user, 3 users received 2 tasks, 2 users received 1 task, and 1 user received 0. In two cases, it assigned the task to the same user the previous one was assigned to

Have I perhaps missed something? If I look at the individual users, their u_last_assigned_task and u_last_assigned_task_date fields are blank, so perhaps something is wrong with my business rule to set these?

[Giles Lewis]

The business rule that sets u_last_assigned_task and u_last_assigned_task_date runs every time a task is assigned. It does not matter whether the task was assigned via the Round Robin, or some other mechanism. You can test this business rule by simply assigning any task to any person. If that person's user record is not updated to reflect the task assignment, then the business rule is not working.

[Alex Woolridge]

Hi Giles, 

This is excellent and we have added this to our test environment and it works perfectly as expected. 

Thanks for creating a detailed step by step guide. We have read many articles about this and yours was by far the easiest to set up and work through

Do you know if there is a way to work on load balance as well so it will assign to the user with the lowest amount of incidents assigned to them?

Thanks

Alex