On-Call Scheduling Incidente assignment

[Alessa]

Hello Community:

Could someone tell me or list the steps I need to follow to do the following:

Every time an incidente has a very hight impact, it is assigned to a certain user  (a)

If this user (a) takes more than 5 minuts to answer the incident, then automatically the user (b) is assigned to that incident.

I need t  to do this with On-Call Scheduling. I have made several test but I still can´t suceed in this

I hope someone can guide me to achieve this.

Thanks in advance

[Punit S]

Hi Alessa,

Here are the steps you can follow to achieve the requirement:

1. Create a Business Rule to assign high impact incidents to the user (a) based on the impact value. For example, if the impact value is 1, assign the incident to user (a).

2. Create a script Include that will check if the user (a) has responded to the incident within 5 minutes. If the user (a) has not responded within 5 minutes, then the script should assign the incident to user (b).

3. Create an On-Call Rotation Schedule for user (a) and user (b).

4. Create a Scheduled Script that will run every 5 minutes to check for high impact incidents that are assigned to user (a) and have not been responded to within 5 minutes. The script should then call the script include to assign the incident to user (b).

5. Add the Scheduled Script to a Job to ensure it runs automatically.

Here is an example code snippet that you can use for the script include:

var gr = new GlideRecord('incident');
gr.addQuery('assigned_to', 'a');
gr.addQuery('impact', '1');
gr.addQuery('active', true);
gr.query();
while (gr.next()) {
   var assignedTo = gr.getValue('assigned_to');
   var sysId = gr.getValue('sys_id');
   var openedAt = gr.getValue('opened_at');
   var duration = gs.dateDiff(openedAt, gs.nowDateTime(), true);
   if (assignedTo == 'a' && duration > 5) {
      gr.setValue('assigned_to', 'b');
      gr.update();
   }
}

Note: Replaceincident  with the table name of your incident table, and replace a and b with the user IDs of the respective users. Also, adjust the impact value and other conditions in the GlideRecord query to match your requirements.

Please mark my answer correct/helpful in case it adds value and moves you a step closer to your desired ServiceNow solution goal. 

Thanks,
Punit

[Alessa]

Thank you very much for your reply.

However, I have more questions:

1. Have you tried to do this (that an incident is automatically assigned with on-call scheduling)?
2. Can this be achieved only using on-call schedule (omitting business rule, script include, etc)?
3. Do you know any example or tutorial about this (or similar)?

Thanks in advance

[Punit S]

You're welcome! Here are some answers to your follow-up questions:

1. Yes, it's one of the very common customer's ask in overall  ServiceNow's capabilities, it is possible to assign incidents automatically using on-call scheduling.

2. While it's  possible to achieve automatic incident assignment using only on-call scheduling, it is likely that some combination of business rules, scripting, and workflows will be necessary to fully implement the functionality. This is because on-call scheduling is typically used to determine who is responsible for handling an incident, but it does not provide the logic for automatically reassigning an incident if the initial assignee does not respond within a certain amount of time.

3. There are several resources available that may help you implement automatic incident assignment using on-call scheduling. Here are a few examples:

• ServiceNow Community: The ServiceNow Community is a great resource for finding information about specific use cases and getting help from other ServiceNow users. You can search the community for topics related to on-call scheduling and incident management to find tips and best practices.

• ServiceNow Documentation: The ServiceNow documentation provides detailed information about how to set up and use on-call scheduling. You can also find information about scripting, workflows, and business rules in the documentation.

• ServiceNow Training: ServiceNow offers training courses and certifications that cover topics such as on-call scheduling and incident management. These courses may provide more in-depth information about how to implement automatic incident assignment using on-call scheduling.

• ServiceNow Partners and SME's 

Overall, the key to successfully implementing automatic incident assignment using on-call scheduling is to thoroughly understand the capabilities of ServiceNow's tools and to carefully design your processes to meet your specific business needs.

Ensure to  mark my answer correct/helpful in case it adds value and moves you a step closer to your desired ServiceNow solution goal. 

Thanks,
Punit

[bandenawaz]

Hi got the answer but how to configure it with on-call with incident