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.

View solution in original post

xiaix · ‎05-04-2017

Typically, Round-Robin is used for INSERT (new tickets), not update. There are multiple ways you can intercept an update based on whatever trigger you define to accomplish what you're trying to do.

Tamil5 · ‎05-04-2017

Hi David Dunn,

Thanks for your quick response.

Even if I choose only insert -

when I create a new incident, it is not actually assigning the ticket to the person.

Am able to select, but when I hit Save/Submit, the assigned to value is getting changed & randomly assigning to some user from group (because of round Robin functionality).

Can you please give me some idea for handling this.

Thanks

Prici

garethprice · ‎11-23-2017

Hi David

I have copied your code into my dev instance

The round robin part is working but the Activity List Widget is not, it remains blank on my homepage. i'm wondering which version of ServiceNow did you implement this? we're currently running Istanbul about to upgrade to Jakarta

xiaix · ‎11-28-2017

Implemented in Helsinki, but tested in Jakarta with no issues.

Tamil5 · ‎11-28-2017

I think Queue Manger would be the latest replacement for this implementation

https://www.youtube.com/watch?v=MG88yjaV-Lw

Thing is, Queue manager does not have the widget thing to show ticket count, but it is pretty easy to maintain. No need to write Business Rule,UI Page & widget every time to implement auto assignment for a group. One time we need to set a Queue rule & that's it. Then you can just add group name to enable auto assignment feature.