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

garethprice · ‎11-23-2017

Absolutely Spot on! thanks

Andy68 · ‎04-17-2019

Hi David,

My Organization want to implete the Round robin, if possiable can you please share the your document.

hrpotu · ‎02-11-2018

Hi Steven Magee

can you please explain me this below function in lemon words i mean just to understand how it does

especially this line "return a.last_assigned<b.last_assigned?-1:a.last_assigned>b.last_assigned?1:0;"

tech_arr.sort(function(a, b) {

return a.last_assigned<b.last_assigned?-1:a.last_assigned>b.last_assigned?1:0;});

updateDateTime(tech_arr[0].sys_id); //updating ticket last assigned date

return tech_arr[0].sys_id;//assigned_to technician.

}

xiaix · ‎02-12-2018

It's the basic Javascript method to sort an array.

Documentation: JavaScript Array sort() Method or Sorting an array of objects

holly-t · ‎03-12-2018

I have read through this a lot. I have pulled the most current into my dev environment and its looking real good. I do have a question. The SD column and the Total column, for me they are the same. What is the intent of what your trying to show?