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.

[Jamsta1912]

Hi,

Did you have it working OK previously? I can see you added the line we mentioned before: userHasGroup.addQuery('user.u_roundrobin', true);

So just to check, does that field u_roundrobin exist on the sys_user table, and is it ticked true for at least one member of each of the assignment groups?

[JP-ODU]

Looking back at it, it seems the last successful multi-group trial I did was prior to Round Robin yes/no on users, but after shifting to your code for the rr.last_assigned business property. It looked like this:

executeRule(current, previous /*null when async*/) {

	var GRPSYS_ID = 'f5c8e951db3e4f0000f438ff9d961932, c6c8e951db3e4f0000f438ff9d961964'; //Put the sys_id of the assignment group (or groups comma separated) here. Or set this in a system property and grab it here.
	var lstAssigned = gs.getProperty("rr.last_assigned_to"); //Get the sys_id of the user most recently assigned to by this rule.

	//Make an array of all users in the group(s), ordered alphabetically by name:
	var userList = [];
	var userHasGroup = new GlideRecord('sys_user_grmember');
	userHasGroup.addQuery('user.active', true);
	userHasGroup.addQuery('group', 'IN', GRPSYS_ID);
	userHasGroup.orderBy('user.name');
	userHasGroup.query();
	while (userHasGroup.next())
		userList.push(userHasGroup.getValue('user'));

	var nextUserIndex = userList.indexOf(lstAssigned) + 1;
	if (nextUserIndex == userList.length)
		nextUserIndex = 0;
	var nextUser = userList[nextUserIndex];
	current.assigned_to = nextUser;
	gs.setProperty("rr.last_assigned_to", nextUser); //Update the property with the sys_id of the user most recently assigned to by this rule.

})(current, previous);

u_roundrobin is active on the sys_user table and true for members of both groups, correct...

Should I try security debug or something that might let me see, specifically, where the script "fails?"

[Jamsta1912]

Hi again, sorry for my delay getting back to you.

I think the issue may be in the switch from treating all assignment groups together, to treating them individually. Try setting the value of the property 'rr.last_assigned_to' to blank.

I think the code would currently be erroring at line 8 because previously the property would have contained just a sys_id, whereas now line 8 is expecting a JSON string (or blank to start with).

If that doesn't work, check the logs for where the error is occuring. The script debugger is also handy for troubleshooting.

[JP-ODU]

No need to apologize, you're doing me a favor! Clearing the system property value was the fix. Thank you so much again!

[Jamsta1912]

That's good news :). Could you also mark my answer as correct, to show that the question is answered. thanks.