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

magoo · ‎08-26-2015

Vinoth,

If you take a look at the post from May 30th above you will see the code I used which runs on the TASK table.

Steve

sharan6 · ‎05-09-2016

Hi David,

I tried the solution provided in our dev environment but it's not working. Not able to figure out what is happening as well.

Would be of great help if you share any thoughts. Currently we are running Eureka.

Thanks

xiaix · ‎05-09-2016

Since this post, I've re-written the Round Robin code to be much more efficient and added a lot more functionality. Rather than choke this thread up though, I'll be creating a new post (somewhere on this site or somewhere on my own) and then provide the link. Thanks for your patience while I get this information together.

sharan6 · ‎05-10-2016

Thank you for the reply. I will wait for the details.

xiaix · ‎05-12-2016

I have the PDF all prepared. I don't know how to upload this PDF to the community though, but I have a question in about it: How to upload a PDF to Community

As soon as I get feedback on that, I'll have it all put together for you.