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

[magoo]

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!

[Terraful]

Brilliant!

[Ken83]

We just moved to utilize this in our instance. I got half way through writing the script for it when i got stuck. The script above from magoo was a tremendous help as I was not able to get the sort functionality to work the way that I wanted. Now it appears to be working flawlessly in Eureka.

[xiaix]

So, I created the checkbox "u_round_robin_active" (True/False field), and "u_last_ticket_assigned" (date/time field) in the Users (sys_user) table.

I then created a new Business Rule named: "Round Robin Ticket Assign", using the "Incident" table, not the task table.

Here's my "When To Run" settings:

Here's my "Action" code:

function onBefore(current, previous)

{       

       gs.sleep(3000); // Sleep statement added to prevent ticket flood being assigned to a single technician.       

       current.assigned_to = resolveTech();//"1e8232ca6ff191007906db3bbb3ee4bd"; // sys_id of a tech in "Service Desk" group;



       function resolveTech()

       {

               var tech_arr = [];

               var group = new GlideRecord('sys_user_grmember');

               group.addQuery('group', '8a4cd5b36fd3d1000fd9122cbb3ee48f'); // "Service Desk" group sys_id.

               group.query();



               var tech = "";

               var lastAssigned = "";

               var isAssignable = false;



               while(group.next())

               {

                       isAssignable = group.user.u_round_robin_active;

                       tech = group.user.sys_id; // "1e8232ca6ff191007906db3bbb3ee4bd";

                       lastAssigned = group.user.u_last_ticket_assigned + "";



                       // Only pushing assignable users to array.

                       if (isAssignable == true)

                       {

                               tech_arr.push({ sys_id: tech, last_assigned: lastAssigned });

                       }

               }       



               // Sort on last assigned, return user with.

               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

               gs.sleep(2000);

               return (tech_arr[0].sys_id); // Assigned_to technician (sys_id).

       }



       function updateDateTime(assignedTo_sysID)

       {

               var nowdt = gs.nowDateTime();

               var updateDate = new GlideRecord('sys_user');

               updateDate.addQuery('sys_id', assignedTo_sysID);

               updateDate.query();



               while(updateDate.next())

               {

                       updateDate.u_last_ticket_assigned = nowdt;

                       updateDate.update();

               }

       }       

}

We're running on Eureka, and this is working flawlessly.

I'd like to thank everyone for the huge code contributions!   You've saved me days of work.

[Robert Beeman]

Thanks for compiling this, David. We have been testing a slightly customized version of this, and it seems to be working very well!

[vinothk1]

Is the Round Robin for Incidents only or we can use for Request / Change tickets also???

Looking forward your replies...

Thanks,

Vinoth K