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

[mthomas46]

Hi,

I just stumbled across this discussion and it is pretty much exactly what I am hoping to do in a new instance we're deploying.

We would have a completely leveraged assignment group and would look to do this auto assignment based on a group of users having a certain skill.

ie - a fault comes in for a Windows Server, the assignment group may be "Second Line Remote Support" (leveraged team) - but we want it to be auto assigned to the person with the smallest current workload that has the skill "Windows Server" for example.

I am only just starting out in learning scripting but would it please be possible for somebody to show me how this could be done - if a skill is difficult I'm already looking at whether it makes sense to create a group for each skill (but the assignment group for an incident would always be a leveraged group).

Thanks

[mrswann]

I think this is a great use case, and something that can be leveraged for a few areas..

Assume the "On After" means it will run, after - any Assignment Rules ?

I would also want to provide multiple criteria, e.g. lowest incidents , what if everyone has the same?

Suggestion: 1) the person who was the least recent to update any incidents ?

Challenges - what if the assigned user is not online / available ?

[mrswann]

That share link for Queue Manager looks really good

[harishdasari]

Hi Swan,

On after   business rule means, when incident gets created then this business rule will start executing and it will check for the users in that group who has least count of incidents and automatically it will be assigned to that person.

2. If everyone has same number of incidents, it will be assigned incident randomly to a person in that group.

3. If assigned users are not online --- for this question I can say is --- create a UI action, "ASSIGN TO ME", so that who ever user in that group wants to work on that incident can assign to himself.

Thanks