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

feibian · ‎08-29-2017

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 · ‎08-30-2017

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");

}

View solution in original post

andrew_venables · ‎08-30-2017

Typically the team going off-shift would handover the incidents to the new shift. This typically depends on priority, SLA etc, e.g. P4s are not handed over but P1s are.

Dave Smith1 · ‎08-30-2017

I would like to think that also, but if that's the case, why have two separate groups?

Why not place AAA and BBB group into a larger one and have the incidents assigned to that group? That way members of either group will be responsible for it, and the clock will still be ticking no matter which group is currently on duty.

Fundamentally, the end objective is to have the incident resolved by having whomever is available deal with it. Splitting the whole team into two separate entities on a chronological basis doesn't bring much benefit... and if anything, introduces unnecessary complexity (especially with this hand-off situation).

My approach would be to have AAA group view outstanding tickets assigned to members of BBB group on their dashboard (and vice-versa) so that they can claim outstanding tickets and continue work on them when there's a change of shift.