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 · Accepted solution]

Neither of those will work, for two different reasons.

Use the below, EXACTLY as is:

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)) 
         current.assignment_group.setDisplayValue("C360 Ops Triage");
     else
         current.assignment_group.setDisplayValue("PEGA-Coverage Review");
} 

[feibian]

Bingo!!!! It worked

Thank you some much for all your support, you rock!!!

[andrew_venables]

Great! Happy to help

Please remember to mark my last reply as the correct answer so others can find and use this thread in future.

Sent from my iPhone

[Dave Smith1]

Fabian Galdamez wrote:

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" 

As a matter of interest... what happens if a ticket is routed to BBB group at 6am and an hour later they go off-shift?   Is that ticket ignored for 12 hours until BBB group come back on-shift?

[feibian]

Good point Dave,

I appreciated your observation on this