Assign an incident automatically to a user based on skills

[mthomas46]

Hi,

Please can anybody advise if it is possible to have a script that will automatically route incidents to engineers based on their skills, rather than the assignment group they are in?  

I have found this discussion   assign a incident automatically to a user in group         and there is a great script to automatically assign to the person in a group with the lowest incident backlog/workload - this would be perfect, however we work with leveraged groups and so people with various skills are in the same assignment group.

An example would be that an incident comes in with a Config Item of "Skype For Business" - this would auto assign to "Second Line Remote Support" for example which is made up of 50 people with different skills - there will be a corresponding skill in the skills table called "Skype For Business"   - I would like a script to work just as the one in the above discussion, but identify the 8 people with the "Skype for Business" skill and then auto assign to the one with the lowest backlog.

Any help is much appreciated.

Thanks,

[Gaurav Bajaj]

Hi Mark,

Do you save the skill category on the ticket so that you can map it with skill in skill table?

You will have to filter the users first from the skill table and then check the assignment group.

Then the rest of script from thread should do.

Thanks

Gaurav

[mthomas46]

Hi,   Sorry not sure what you mean by Skill Category?

I was hoping that either each Business Service, or Config Item could have a corresponding skill and then a script could look up the business service for example and see "Email Services" and then assign to somebody with the "Email Services" skill.