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

niteesh · ‎02-28-2017

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 · ‎02-28-2017

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

View solution in original post

harishdasari · ‎02-28-2017

Hi Nithesh,

I have changed some code and test it.. Actually it will check for the user who has less number of incidents in the group and it will be assigned to the user in that group based on their workload.