How to assign tickets automatically to "Assigned To" field in Helsinki

[niteesh]

Hello,

By Referencing Round-Robin (Auto Assignment of new incidents and tasks) , I am assigning tickets automatically, But All tickets are assigning to single person. can anyone make changes, so that, Assign to all persons and in Round-Robin Procedure.

Thanks,

NItesh

[harishdasari · Accepted solution]

Hi Nitesh,

Create On-After business rule and apply this code

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

  var groupName = current.assignment_group;

  // Get a list of members for this group

  var members = [];

  var gm = new GlideRecord('sys_user_grmember');

  gm.addQuery('user.active', true);

  gm.addQuery('group', groupName);

  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('incident');

          agg.addActiveQuery();

          agg.addQuery('assignment_group', groupName);

          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

  // we cannot use .sort().shift() or we won't know where to look in the members array

  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.update();

})(current, previous);

Thanks and hope this is helpful

[niteesh]

Hello Harish,

Thanks for your response. Code is working, but its again assigning to single user. Can you plz through some light and elaborate me little bit deep. You can modify my code or code gave by you and help me out. so that to assign tickets to all users in group in round-robin fashion.

Thanks,

Nitesh

[niteesh]

Hii Harish,

Thanks for Your suggestions. Its working Fine with Incident Table, But If I created any user defined table and working on it, All tickets are again assigning to single user. Is it possible to do it in user defined table.

Thanks,

Nitesh

[GSC1]

Hi harishdasari,

It's working fine thanks, i need to assign the ticket based on caller languge and least ticket count in the group member.any idea?