Want to Auto Route Incident to Particular Group and Assigned To user based on Category and Sub-Category

[SNOW46]

Hi All,

I have one requirement came up as per below.

Scheduled auto ticket for reoccurring audit (Weekly, Monthly, Bimonthly).

Ticket Reoccurrence
1 Monthly( first work day of month at 9h00 Paris time)
2 Every Monday at 9h00 Paris time
3 Monthly( first work day of month at 9h00 Paris time)
4 Bimonthly (once in 2 months/6 times in a year (first work day of month at 9h00 Paris time)

And also in the Short Description field, we need to populate some message like "Monthly - Control Tower"/"Weekly - User New/Termination/Transfer"/"Monthly - Restoration testing".

Can anyone let me  know how to configure the same.

Thanks,

SNOW@Das

[SNOW46]

Hi,

My requirement is very clear that I want to auto-create Incident Monthly,weekly basis based on the format posted. 

That to based on specific Category and Sub-Category it will be assigned to specific Group as well as Assigned to user.

And it will be set on France timing.

Can you please post some screenshots for the same as to how to configure?

Thanks..

[SNOW46]

Hi,

can you please post some updates so that I can able to configure the same?

Thanks

[asifnoor]

Hi,

Please go through the steps I have given here.

For auto assignment, kindly refer to System policy -> Rules -> Assignment in the navigation.  

For auto-creation of tickets, kindly refer to scheduled jobs and create new job. In the job, select the date and periodic. Under the script, add the below code

var gr = new GlideRecord("incident");
gr.initialize();
gr.short_description ="Your Desc goes here";
//mention other mandatory fields similar to above.
gr.insert();

Mark the comment as correct answer and also helpful if this answers your question.

[SNOW46]

Thanks for your response.

Let me give it a try once and will let you know.

[asifnoor]

Sure. Also mark the comment as helpful and correct if it solves..