I put a flag on User that the Service Desk agents can turn off if they need to but it's mostly managed by a Scheduled job that looks at the Schedule table to see if the person is within this schedule. I then use part of an old lab to write to a table for who was the person that has not been assigned a ticket in the longest time. So it's 2 fold.
- Person must be On Shift which is dictated by the user record having the Available for Autoassign flag set (just a true.false flag added to user)
- The schedules are just the System Scheduler>Schedules:
- The service desk triage agent does this manually, it could be automated, but somethings get assigned out differently, so they wanted the option. I just added a check box for them .
- The manager can set the schedule by person on the Group members table (I had to give them a role to modify) and also add the field from the Lab I used. Send me an email and I'll send you the PDF. But the field was Last Task Assigned:
- then the Scheduled job runs every 30 mins and checks the table and the schedule for if these are true and adds someone to the proper shift time so the Last assigned happens. I'm doing it really inefficient, but this gives you the idea:
//first shift
var schedRec = new GlideRecord('cmn_schedule');
schedRec.get('name', 'M-F 9am-4pm IT Service Desk');
//get the specific schedule for Service Desk Shift
var sched = new GlideSchedule(schedRec.sys_id);
var now = new GlideDateTime();
if (sched.isInSchedule(now)) {
//see if it's in schedule "NOW" and set those users that have a Schedule on their User record that matches the one queried. If it is "NOW", set the Auto Assign flag on user to True
var gr = new GlideRecord('sys_user');
gr.addQuery('active=true^u_available_for_ticket_assignm=true^schedule=81b226e52bb325004c71dc0e59da15b9^');
gr.query();
while(gr.next()) {
gr.setValue('u_on_shift', 'true');
gr.update();
}
That's it in a very small nutshell. If you send me your email, I'll forward the lab to you.
Thanks!
Cal
