Auto-Case Assignment based on User Availability

[alexsheer]

I have a customer  request that requires some heavy scripting on an OnBefore Business rule running on the TASK table--it will set the Assigned To User to the next available user [u_available=true] in the group, taking into considerations the criteria listed below. They are looking to have users  in specific assignment groups randomly assigned tickets--but only if all the criteria is met. I've added an 'Auto Assign Case' checkbox to the group form to specifiy which assignment groups are the ones that if selected, must auto assign the tickets to their users.

How to choose who to randomly assign each ticket is based on the following criteria:
- don't assign if user is in the last hour of their shift (ability to set threshold - 30 min, 60 min, etc.) - by assignment group
- only assign when they're "available" (this will look at the availble flag on the user record as well as the "available to group" flag on the group/user table)
- only assign when the user is not already assigned to a P1 with an outage
- if the skill is their primary, they get priority over another user with the skill as a secondary skill
- if the user has another ticket for the same customer, they get priority

Users are also skipped over if they are working a critical incident with an open outage or have 15 or more open tickets assigned to themselves

Does anyone have any experience or guidance on this? I have very limiting scripting skills, any information on this would be a huge help.

[lks]

Hello Alex,

This is an interesting requirement and includes some complexity as well. I do not have an absolute answer ready for you but my suggestion is to break down your requirement into steps and then proceed implementing them in your script one by one. It may take some time but when you begin, start implementing easiest options first and move up with other one later.

[Michael Ritchie · Accepted solution]

Alex, you should look at ben.hollifield's Queue Manager Solution on Share. While it doesn't address all of your requirement, you can learn an approach on how to accomplish:

ServiceNow Share

[alexsheer]

Thanks so much Michael! This is exactly what I was looking for! It fulfills the bulk of the requirements I was looking for, have presented to the customer in place of what they asked and they loved it! Thanks so much for steering me onto this.. and for anyone else reading this that needs to randomly auto assign tickets to users in assignment groups.. this is the answer!

[Aviansh]

Hi Michael,
Thank you so much, but we are unable to open that link.
https://share.servicenow.com/app.do#/detailV2/b98d141a2b89f100bddaff70f8da1588/overview

its getting re-directed to developers.servicenow and getting stuck
can you please help me on this