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

magoo · ‎01-17-2014

HI All,

I was asked to create a round-robin type approach (Auto Assignment) for any incidents/tasks that come into our two level1 groups. What we are looking for is that if its sent to team A's group it will auto assign to the next team member in line, and same with Team B. I have searched the forums and found a post back from 2008 but it had been deleted by ServiceNow in 2010. Our company is new to ServiceNow (a couple months now), and I am guessing this is more of a script that would need to run, but currently do not have much experience in scripting. Has anyone had any luck with doing something like this? Any suggestions would be greatly appreciated!

Thanks!

justin_drysdale · ‎02-12-2014

We have this in our instance. Here's the breakdown:

On sys_user, create a date/time field to track last ticket assigned. Also create a checkbox that will be used to determine if the user can receive a ticket. This can be your vacation exclusion logic.

1. Make an array (associative, key-value) to contain your users that will receive tickets and their corresponding last ticket assigned timestamp.

2. Find your assignment group, and query it's users.

3. Push those users and timestamp into the user array from 1. You can conditionalize here with the checkbox to make sure you are only pushing 'active' users into the array.

4. Sort the array by timestamp, return the user that has the oldest timestamp.

4.5. Update the user's timestamp.

5. assigned_to = returned user.

Please let me know if you have any questions.

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xiaix · ‎08-25-2016

We're on Geneva, Helsinki in 2 months. So you're saying that when you pull up the auto-assigned incident, the Assigned to filed is blank?

kristenwirick · ‎08-25-2016

That's correct. Assigned To is left blank even though the auto-assignment works otherwise.

I wonder if Helsinki no longer likes the raw sys_id when updating Assigned To?

I'm going to reach out to our consulting firm for more assistance, though I'm hopeful that our public discussion will turn up answers, too. If I get an answer before anyone else, I'll be sure to share.

xiaix · ‎08-25-2016

I'm actually curious what your resolveTech() function is returning.

I'm assuming you're doing this in your dev/test environment? If so, do this:

var rt = resolveTech();

gs.log("rt: " + rt);

gs.addInfoMessage("rt: " + rt);

instead of current.assigned_to = resolveTech();

Then, check your logs and see if it comes back as a sysid.

kristenwirick · ‎08-25-2016

Good idea to check that. I'll take a look and get back to you shortly.

kristenwirick · ‎08-25-2016

Thanks to checking the logs, I actually found a couple of errors in my code tweaks that I was previously overlooking, so once I address those I might have better results. I'll post details after I look into this more.