Round Robin Rule based on Caller Location.

[santhoshini2]

Hi All,

I have a requirement for creating the Round Robin Rule base on the Caller location. By using this I need to populate the assignee automatically.

Ex: I have a group called group1 

Locations: location1, Location2 & Location3 and

Users: user1, user2, user3, user4, user5 & user6.

If caller location is location1, then I need to assign the incident to user1 or user2 based on the last assignment (if last incident assigned to user1, recent incident should assign to user2 or vice versa).

If caller location is location2, then I need to assign the incident to user3 or user4 based on the last assignment.

Could @Ankur Bawiskar or anyone please assistance me to achieve the same.

Thanks & Regards,

Amala.

[Dr Atul G- LNG]

Hi @santhoshini2 

I am not 100% sure, but have a look in Advance work assignment module in SN.

https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/administer/advanced-work-assig...

[Ankur Bawiskar]

@santhoshini2 

I think for incident there is no OOB capability.

you might have to create a custom logic

check links below

Balance Work Load Using Round Robin Method in ServiceNow 

Round Robin Auto-Assignment of Incidents to Agents directly based on availability in Agent Workspace

check this KB as well which explains it in detail

Demystifying Advanced Work Assignment (AWA) 

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