How to auto assign the incident to the agents

[Sourav2]

HI All,

I have a Use case where i have to auto assign the incidents to the agents,if one agent has a ticket the next ticket should be assigned to the one which is free  in other words i have to implement Roaster, does anyone know how to achieve this? Please help

[Pradeep Sharma]

Hi Sourav - You can explore Advanced Work Assignment. Details here https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/advanced-work-assignmen...

[Ankur Bawiskar]

@Sourav 

Adding to Pradeep's point.

Refer below links for more help around this

Understanding Advanced Work Assignment

Auto-Case Assignment based on User Availability

Round-Robin (Auto Assignment of new incidents and tasks)

Round Robin(Auto Assignment of incidents to groups and available user in corresponding shift, based ...

Regards
Ankur

[Sourav2]

Hi, I tried adding last date assigned field but how we are going to pull that last date and time a ticket was assigned to agent?

[Ankur Bawiskar]

Hi,

did you check the above links?

you might have to do some customization around that as per your requirement

Regards
Ankur