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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Wes Farmer · ‎01-16-2018

OK, making progress I think. I added a user in our Service Desk group to the Round Robin Users and Options table and now the UI page loads. Curious how to get the admin widget etc... to load? This is all I see on the UI page and also wondering if something is supposed to happen when clicking options? I am logged in as Admin FWIW. Sorry for all of the questions...fairly new to UI pages, widgets, etc....

ndt13 · ‎01-16-2018

Hi Wes,

Have you modified the settings for your account on the Round Robin Users and Options table?

https://YOURINSTANCE.service-now.com/u_round_robin_users_and_options_list.do

xiaix · ‎01-16-2018

Ah, no worries at all. They need to be a part of the Round Robin Admins group AND the Round Robin user group.

I've addressed this issue in my own personal instance, and should really update this in the PDF. I've completely re-written the Round Robin application to be more slimline and more logical code. For example, here's the new Round Robin Users and Options table:

which eliminates a lot of other code and previous tables. Call it the Round Robin 2.0

I'll make an effort to get this documented and released.

Wes Farmer · ‎01-16-2018

Thanks! I do have the table updated to your most recent version so we are good there. I do have a Round Robins Admin group that I am a member of, however we also need just a Round Robin group as well? I may have missed that piece. Here I have my Admin account setup as seen below....

I can now see these if I click on Options....

However I seem to be missing the piece where I can enable and disable users for Round Robin?

xiaix · ‎01-16-2018

Ah, I see... I haven't built that into an "Admin Panel" function ... yet. Currently, you have to go into the Round Robin Users and Options table, pull up their record, and put a checkmark in the box.