Auto assign the Incident to the group member

[Bhavani13]

Hi,

I have a requirement to auto assign the Incident to any member of the group x when the ticket is assigned to group x during non-business hours.

Can someone please help me how to achieve this.

Thanks in Advance

Thanks,

Bhavani

[Mark Manders]

Do you need any logic behind it, or just 'any' member? Because assignment rules can already do the trick or maybe create a flow to find the assignment group members and just pick one (based on whose birthday is coming up first, alphabetical order of their sysid's, etc?). 
Without any other information than your question, maybe this can help: https://www.servicenow.com/community/developer-forum/round-robin-auto-assignment-of-new-incidents-an...

[Dr Atul G- LNG]

Hi @Bhavani13 

You can check on Call schedule option for this, or AWA - Advance work assignment. 

[Priyanka_786]

Hi @Bhavani13 ,

As per my analysis, this can be achieved by multiple ways as below.

First create your schedule (for non-business hours).

1. Flow Designer- Refer this thread to create custom action to call your schedule -https://www.servicenow.com/community/developer-forum/scheduled-flow-on-workdays/m-p/2161492/page/2

then build logic further which will required scripting. (which might be complicated considering your ask on how you want to assign incidents to all assigned to members from group🤔

2. Using Advanced work assignment plugin, but it requires licence.

3. As per my understanding, best way right now using Business rule compared to flow designer though it requires script but I think its' easy to build.  Create Business rule on incident table on before insert and update and condition select assignment group changes and in script section call your schedule of non business hours , if your incident opened at that time then assign incident to assignee from group. You might need to create some custom fields on User table. For the script refer this thread-https://www.servicenow.com/community/itsm-forum/assign-the-incident-between-5-members-in-one-groups-...

Please mark by response helpful/accepted if it helps you in anyway.

Regards,

Priyanka Salunke.