How to assign the case to user who is having less number of cases.

[ST9]

Hi All,

I have a requirement to Cancel the case if case is assigned to a assignment group= xyz and short description= 'Hire Set by HR Rep higher job group'
but there is a mandatory field called Assigned To, for which i want to assign the case to xyz group member having less number of tickets,

for this i have written a Before BR, please correct me where i am doing mistake

(function executeRule(current, previous /*null when async*/) {

var members = [];
  var gm = new GlideRecord('sys_user_grmember');
  gm.addQuery('user.active', true);
  gm.addQuery('group', '4b88b9631bdaa05068e955b61a4bcba8');
  gm.query();
  while (gm.next()) {
        members.push(String(gm.user));
  }
  // Get a list of their open ticket counts
  var counts = [], agg, count;
  for (var i = 0; i < members.length; i++) {
         count = 0;
          agg = new GlideAggregate('sn_hr_core_case');
	agg.addEncodedQuer('active=true^assigned_to!=NULL');
          agg.addQuery('assignment_group', '4b88b9631bdaa05068e955b61a4bcba8');
          agg.addQuery('assigned_to', members[i]);
          agg.addAggregate('COUNT');
          agg.query();
          if (agg.next())
           count = agg.getAggregate('COUNT');
        counts.push(count);
  }
  // find the minimum count and store its index
  var min = counts[0];
  var index = 0;
  for (var j = 1; j < counts.length; j++) {
      if (counts[j] < min) {
            min = parseInt(counts[j]);
             index = parseInt(j);
          }
  }
  // get the member with the lowest count
  var userID = members[index];
  var h;
  // Log their name to verify
  var user = new GlideRecord('sys_user');
  if (user.get(userID)) {
    gs.log('Name: ' + user.sys_id);
  h = user.sys_id;  
  }  
current.assigned_to = h;
current.state= 7;
current.u_resolution_category_tier_1='BPO Team';
current.u_resolution_category_2= 'Request Cancelled';
current.u_resolution_category_3= 'No Activities Performed';
current.u_resolution_notes="No action needed at BPO's end, Hence cancelling this ticket.";
current.update();

})(current, previous);

[suvro]

Go for Advanced Work Assignments 

Here you will have options to select criterias for assigniing cases

https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/advanced-work-assignment/concept/awa-overview.html

Mark my response as correct and helpful, if it resolved your query

Thanks and Regards,

Chandra Suvro Bose

[ST9]

We are not using AWA and workspace, we want to do without that

[suvro]

(function executeRule(current, previous /*null when async*/) { 
var count = []; 
// Get a list of their open ticket counts 
var index = 0; 
for (var i = 0; i < members.length; i++) { 
agg = new GlideAggregate('sn_hr_core_case');
 agg.addEncodedQuer('active=true^assigned_to!=NULL'); 
agg.addQuery('assignment_group', '4b88b9631bdaa05068e955b61a4bcba8'); 
agg.addAggregate('assigned_to','COUNT'); 
agg.orderBy('assigned_to'); 
agg.query(); 
while (agg.next()) {
var assignedToCount = {}; 
assignedToCount.count = agg.getAggregate('assigned_to','COUNT'); 
assignedToCount.assignedTo = agg.assigned_to.toString(); 
count.push(assignedToCount);
 } // find the minimum count and store its index
 var min = 0; var max = 0; 
for (var j = 1; j < counts.length; j++) {
 if (counts[j].count < min) { 
min = parseInt(counts[j].count); 
index = parseInt(j); } 
} // get the member with the lowest count
 var userID = counts[index].assignedTo; 
var h; 
// Log their name to verify
 var user = new GlideRecord('sys_user'); 
if (user.get(userID)) { 
gs.log('Name: ' + user.sys_id); 
h = user.sys_id;
 } 
current.assigned_to = h;
 current.state= 7; 
current.u_resolution_category_tier_1='BPO Team';
 current.u_resolution_category_2= 'Request Cancelled';
 current.u_resolution_category_3= 'No Activities Performed'; 
current.u_resolution_notes="No action needed at BPO's end, Hence cancelling this ticket.";
 current.update();
 })(current, previous);

(function executeRule(current, previous /*null when async*/) { var count = []; // Get a list of their open ticket counts var index = 0; for (var i = 0; i < members.length; i++) { agg = new GlideAggregate('sn_hr_core_case'); agg.addEncodedQuer('active=true^assigned_to!=NULL'); agg.addQuery('assignment_group', '4b88b9631bdaa05068e955b61a4bcba8'); agg.addAggregate('assigned_to','COUNT'); agg.orderBy('assigned_to'); agg.query(); while (agg.next()) { var assignedToCount = {}; assignedToCount.count = agg.getAggregate('assigned_to','COUNT'); assignedToCount.assignedTo = agg.assigned_to.toString(); count.push(assignedToCount); } // find the minimum count and store its index var min = 0; var max = 0; for (var j = 1; j < counts.length; j++) { if (counts[j].count < min) { min = parseInt(counts[j].count); index = parseInt(j); } } // get the member with the lowest count var userID = counts[index].assignedTo; var h; // Log their name to verify var user = new GlideRecord('sys_user'); if (user.get(userID)) { gs.log('Name: ' + user.sys_id); h = user.sys_id; } current.assigned_to = h; current.state= 7; current.u_resolution_category_tier_1='BPO Team'; current.u_resolution_category_2= 'Request Cancelled'; current.u_resolution_category_3= 'No Activities Performed'; current.u_resolution_notes="No action needed at BPO's end, Hence cancelling this ticket."; current.update(); })(current, previous);

[suvro]

(function executeRule(current, previous /*null when async*/) { 
var count = []; 
// Get a list of their open ticket counts 
var index = 0; 
for (var i = 0; i < members.length; i++) { 
agg = new GlideAggregate('sn_hr_core_case');
 agg.addEncodedQuer('active=true^assigned_to!=NULL'); 
agg.addQuery('assignment_group', '4b88b9631bdaa05068e955b61a4bcba8'); 
agg.addAggregate('assigned_to','COUNT'); 
agg.orderBy('assigned_to'); 
agg.query(); 
while (agg.next()) {
var assignedToCount = {}; 
assignedToCount.count = agg.getAggregate('assigned_to','COUNT'); 
assignedToCount.assignedTo = agg.assigned_to.toString(); 
count.push(assignedToCount);
 } // find the minimum count and store its index
 var min = 0; var max = 0; 
for (var j = 1; j < counts.length; j++) {
 if (counts[j].count < min) { 
min = parseInt(counts[j].count); 
index = parseInt(j); } 
} // get the member with the lowest count
 var userID = counts[index].assignedTo; 
var h; 
// Log their name to verify
 var user = new GlideRecord('sys_user'); 
if (user.get(userID)) { 
gs.log('Name: ' + user.sys_id); 
h = user.sys_id;
 } 
current.assigned_to = h;
 current.state= 7; 
current.u_resolution_category_tier_1='BPO Team';
 current.u_resolution_category_2= 'Request Cancelled';
 current.u_resolution_category_3= 'No Activities Performed'; 
current.u_resolution_notes="No action needed at BPO's end, Hence cancelling this ticket.";
 current.update();
 })(current, previous);