assign a incident automatically to a user in group

[harishdasari]

Hi,

I have a requirement, when   inbound email action is triggered and created a incident in servicenow, automatically it has to assign incident to a person in the group based upon his workload. For example if 2 persons are in a group and one person is working on 2 incidents and another person don't have any incidents to work, then automatically it has to assign incident to this person.

Can anyone let me, how can achieve this.

Thanks

[Inactive_Us1474]

In inbound mail action you can create a glide query in script and assign it to user as per this use case.

Thanks

Akhil

[Michael Ritchie]

You may want to check out this solution in Share:

ServiceNow Share

[Geoffrey2]

I love coding challenges

In my instance I have the following open Incident by User.   You want the code to tell you the person with the lowest ticket count. So that's Beth Anglin (the are only 4 memebers - nobody has 0)

   var groupName = 'Service Desk';

   // Get a list of members for this group
   var members = [];
   var gm = new GlideRecord('sys_user_grmember');
   gm.addQuery('user.active', true);
   gm.addQuery('group.name', groupName);
   gm.query();
   while (gm.next()) {
           members.push(String(gm.user));
   }

   // Get a list of their open ticket counts
   var counts = [], agg, count;
   for (var i = 0; i < members.length; i++) {
           count = 0;
           agg = new GlideAggregate('incident');
           agg.addActiveQuery();
           agg.addQuery('assignment_group.name', groupName);
           agg.addQuery('assigned_to', members[i]);
           agg.addAggregate('COUNT');
           agg.query();
           if (agg.next())
                   count = agg.getAggregate('COUNT');
           counts.push(count);
   }

   // find the minimum count and store its index
   // we cannot use .sort().shift() or we won't know where to look in the members array
   var min = counts[0];
   var index = 0;
   for (var j = 1; j < counts.length; j++) {
           if (counts[j] < min) {
                   min = parseInt(counts[j]);
                   index = parseInt(j);
           }
   }

   // get the member with the lowest count
   var userID = members[index];

   // Log their name to verify
   var user = new GlideRecord('sys_user');
   if (user.get(userID)) {
           gs.log('Name: ' + user.name);
   }

Result:

[harishdasari]

Hi Geoffrey,

Thanks for your reply and but actual requirement is not to count the users with lowest count. Requirement is a incident will be created using inbound email action and service-now has to automatically assign the incident based upon person with the lowest ticket count.

Hope you are clear I believe.