Building round robin algorithm in ServiceNow Incident module

[Gopi22]

Hi Everyone,

I'm working on a requirement to implement a round-robin algorithm in the ServiceNow incident module. The goal is to assign tickets to group members in a round-robin fashion when the group's type is set to 'round-robin'.

Here's the approach I've taken so far:

1) Created a Checkbox field: Added a 'roundrobin' checkbox field in the 'sys_user_grmember' table to enable/disable round-robin assignment.

2) Added a Date/Time field: Introduced a 'roundrobindate' field to track assignment times.

Logic:

When an incident is assigned to a group, a business rule sorts the group members who have the 'roundrobin' checkbox checked. It then sorts these members by the 'roundrobindate' field in ascending order, identifying the member who was assigned a ticket the earliest. The ticket is then assigned to this member.

Has anyone implemented something similar or have suggestions to improve this approach?

Note: I am calling a script include (logic) from my business rule. Sharing the code here for reference.

Thanks in advance!

Code

setAssignedToTwo: function(assGrp) {
        let grMem = new GlideRecord('sys_user_grmember');
        grMem.addEncodedQuery("group=" + assGrp + "^u_grp_mem_round_robin=true");
        grMem.orderBy('u_grp_mem_rr_date');
        grMem.query();

        if (grMem.next()) {
            current.assigned_to = grMem.user.sys_id;
            current.update();
            grMem.u_grp_mem_rr_date = gs.nowDateTime();
            grMem.update();
        }
    },

[Kieran Anson]

Have you looked at using Advanced Work Assignment rather than this customisation?