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

[Geoffrey2]

And you would use my code to determine the who that person is with the lowest ticket count....

I did the hard (fun) part, man.   Surely you can do a little GlideRecord insert()

Just plug it into your Inbound Action.

[harishdasari]

Thanks for your support Geoffrey. I will complete the reaming part

[krishna_t]

Hi harish, we have the same requirement as yours, if you have done with the complete scripting part, can share the script to auto assign incidents to users that helps me alot.

[harishdasari]

Hi Krishna,

Create On-After business rule and apply this code

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

  var groupName = current.assignment_group;  

  // 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', 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', 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];  

  var h;

  // Log their name to verify  

  var user = new GlideRecord('sys_user');  

  if (user.get(userID)) {  

    gs.log('Name: ' + user.sys_id);  

  h = user.sys_id;    

  }    

current.assigned_to = h;

current.update();

})(current, previous);

Thanks and hope this is helpful

[krishna_t]

hi Harish, i tried with the above mentioned code but unable to assign the tickets to user automatically. can u please the steps you followed so i can check if i am missing anything.