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]

My bad, the script needed some finishing touches, try this:

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(); 
     if (sched.isInSchedule(d))   {
// normal hours
   current.assignment_group.setDisplayValue("<name of assignment group for in hours>");
   }   else {
// out of hours 
   current.assignment_group.setDisplayValue("<name of assignment group for out of hours");
 }

[andrew_venables]

don't forget to set the group names in the "<>"

[feibian]

I have modified the code however the issue still persist

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))  

        current.assignment_group.setDisplayValue("<C360 Ops Triage>");

    else

      current.assignment_group.setDisplayValue("<PEGA-Coverage Review>");

}

[feibian]

This is the script that I added

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");

    current.assignment_group.setDisplayValue("C360 Ops Triage");

    else

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

    current.assignment_group.setDisplayValue("PEGA-Coverage Review");

}  

[andrew_venables]

and does it work?