Round robin auto assignment of incident to ServiceDesk

nirwan_ritik
Tera Contributor

‎01-28-2025 07:47 AM

Hi Everyone,

We have to setup a round robin auto-assignment of incidents to Service Desk group. 
There needs to be a roaster which Service Desk lead will have access to update. They will be able to mark agents available or unavailable.

How can we achieve this by staying as close as possible to OOB.

Thanks in advance 🙂

0 Helpfuls
  • 233 Views
1 REPLY 1

Dr Atul G- LNG
Tera Patron
Tera Patron

‎01-28-2025 07:52 AM

Hi @nirwan_ritik 

 

Not 100% sure, but you can try the on-call schedule module for same or there is one more shift 

https://www.servicenow.com/docs/bundle/xanadu-it-service-management/page/product/configurable-workfo...

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************
0 Helpfuls