Round robin assignment of incidents to Service Desk

[nirwan_ritik]

Hi Community,

I have a requirement to setup a round robin incident assignment for Service Desk group.

• Service Desk needs an automation idea where the incidents that fall in Service Desk queue should be auto-assigned to the available agents in the shift.
• The automation model can be achieved using the ServiceNow feature of updating the roster in ServiceNow along with shift timings.
• Shift leads can be provided with access to modify the roster to remove any sick leave/emergency leave from the roster to avoid assigning tickets to unavailable agents in the shift.
• Service Desk also proposed to have the hopped back incidents assigned to the same agent whom it was assigned to in the beginning so that the agent who knows the background of the incident can continue working following the instructions provided by level-2 teams.
  
  Kindly help me with the steps to setup this configuration, having as close as possible to the ServiceNow OOB
  
  Thanks in advance,
  Ritik 🙂
  
  

[SebastianKunzke]

Hello Ritik,

In the past, I solved this requirement with advanced work assignment. You can create an assignment rule, where the work item can not be declined by the user. For the implementation you need to clarify:
1. Do the agents use the Service operation workspace?

2. Would it be fine for the organisation, that the agents, who are available, have to select the status "online"? (Requirement 2, 3 would be solved with that)

The back-routing to the previous incident would not be automatically possible. If this is needed, you would need to train level-2 to assign it back to the previous assignee or build a custom field and assignment rule that does the automatic assignment when it is sent back to the Service Desk. 
(This function will cause problems, if the Service Desk member shift ends and a response is important. Because of that I would suggest to train the Service Desk to proper store all information on the ticket, that everyone can take over the incident any time)

Kind regards

Sebastian