RTT | PMC | Auto-Assignment of PMC Production Requests to Rapid Track Team (RTT) when criteria met.

[mandajss16]

As a user of the PMC requests,

I want eligible PMC production requests to auto-assign to the RTT team

So that high-priority but low-complexity tasks can be completed faster without manual triage.

Description / Problem Statement:

The “Hosting – Production Request (PMC)” catalog item currently routes all requests through manual triage, leading to bottlenecks for smaller, time-sensitive jobs. The Rapid Track Team (RTT) is designed to quickly process low-volume production requests with fast turnaround times. However, this item lacks form-level visibility of the expected due time, though it's available at the RITM level post-submission.

To address this, this story introduces conditional logic to route qualifying PMC requests to the “Operations – RTT” assignment group based on Document Count, Workspace Sensitivity, and Due Date & Time on the RITM, enabling operational efficiency and SLA adherence.

Requirements / Dependencies:

• Scripted Business Rule or Flow Designer logic to trigger on RITM creation

• When all the following conditions are met:

  • Document Count ≤ 1000

  • Workspace Sensitivity = N/A

  • RITM's Due Date/Time is within 8 hours from RITM Created Time

• Then the Assignment Group is set to “Operations – RTT”

• Applicable only to:
  Hosting – Production Request (PMC) catalog item

• Collaborate with ServiceNow platform team to confirm RITM-level due date field availability and consistency

• Validate rule does not conflict with existing PMC workflows or queues