How to auto-assign an incident ticket to an specific support group after normal working hours?

[feibian]

Hi Everyone

I would like to know if Is there a way I can route to an specific group of high/critical tickets that are received outside of normal working hours?

Scenario:  

7 am to 7 pm tickets should be routed to "AAA support group"

7 pm to 7 am and weekends high/critical tickets should be routed to "BBB support group"

Your help on this will be appreciated

Fabian GR

[andrew_venables]

You could take a look at on call scheduling, but it might be a bit over kill https://docs.servicenow.com/bundle/helsinki-it-service-management/page/administer/on-call-scheduling...

Or more simply you could define your schedule, in the the cmn_schedule table, then use a script like the below to detect if the current time is in the schedule:

var g = new GlideRecord('cmn_schedule');
g.addQuery('type', 'blackout');
g.query();
if (g.next()) {
     var sched = new GlideSchedule(g.sys_id);
     var d = new GlideDateTime();
     d.setDisplayValue("2007-09-18 12:00:00");
     if (sched.isInSchedule(d)) 
     gs.info("Is in the schedule");
     else
     gs.info("Is NOT in the schedule");
}

Then you could potentially put the above in a assignment rule (scripted).

[feibian]

Thanks Andrew for your quick response, I have not idea how to define my schedule, could you please advise?

[andrew_venables]

On your instance, in the navigation bar on the left hand side, goto: System Scheduler > Schedules.

Then click the New button to create a new schedule

Give it a name of "Normal working hours"

Save the record.

When the record reloads, on the related list of "Schedule Entries", click New

Give the new record a name of "Weekdays 7am-7pm"

In the "When" field set the hours from 07:00:00 (the date doesn't matter)

In the "To" field set the hours to 19:00:00 (same date)

In the "Repeats" field set it to "Every Weekday (Mon-Fri)"

Now you have a schedule that covers every weekday 7am to 7pm.

Then use the script above, you may need to edit it to the below:

var g = new GlideRecord('cmn_schedule');  

g.addQuery('name', 'Normal working hours');  

g.query();  

if (g.next()) {  

    var sched = new GlideSchedule(g.sys_id);  

    var d = new GlideDateTime();  

    gs.info(d);

    if (sched.isInSchedule(d))    

    gs.info("Is in the schedule");  

    else  

    gs.info("Is NOT in the schedule");  

}  

Which, depending on the time you run it, will either tell you the current datetime is in or out of normal working hours.

Then you can use this in a business rule or assignment rule.

[feibian]

Thanks a lot Andrew for your support on this,

I have already created a new schedule named "Normal working hours", it has related the list of schedule entries suggested

I have also created the below Assignment Rule

The assignment rule has set up the script you provided me

Unfortunately it is not working , Maybe I set up the script at the wrong way

Could you please advise?