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Auto-Assignment of Tasks Based on Shift Availability

Pavan Kumar28
Tera Contributor

‎04-14-2025 09:06 PM - edited ‎04-14-2025 09:46 PM

Hi All,

 

We are looking to implement automated task assignment (e.g., incidents or cases) in ServiceNow based on shift availability. Our Help Desk team works from 6:00 AM to 1:00 AM on weekdays, and we want to ensure that tasks are assigned only to team members who are available during their respective shifts.

Additionally, to manage unplanned leaves or schedule changes, Managers should have the ability to:

  • Reassign tickets

  • Modify team member shift assignments within ServiceNow

Could anyone guide us on the best approach to achieve this?



Thanks,
Pavan

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Sanjay191
Tera Sage
Tera Sage

‎04-16-2025 12:18 AM

Hello @Pavan Kumar28 

Please use the Advance Work Assignment for this  use case
take help from the below link
https://www.servicenow.com/docs/bundle/yokohama-servicenow-platform/page/administer/advanced-work-as...

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.
Thank You



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