How can FSM move a work order task to the next engineer if the first engineer does not respond?

[Chaz_]

Hi all,

We are designing an FSM process where a work order task is assigned to an engineer based on availability, skill, location, and on-call rota.

If the first engineer called out using xMatters does not respond within a defined time, we want ServiceNow to automatically offer or assign the task to the next engineer, and continue until someone accepts or it escalates to the on-call manager.

Has anyone implemented this? Is there a way to re trigger work order task assignment if it hasn’t been accepted through an xMatters call-out?

Thanks.

[Chaz_]

Can FSM dynamic scheduling be triggered somehow to select the 2nd matching engineers if the first engineer has not accepted the callout? See scenario in previous post to this.

[Nikki Narang]

Have you taken a look at the Acceptance Duration field on the Work Order Task? If the technician does not accept the task within the this duration, it should go back into Pending Dispatch and Dynamic Scheduling should select another technician.

[Chaz_]

Thanks Nikki. This is an interesting field I didn't know about.

What would happen if dynamic scheduling assigns it to a person who does not accept - would it then be re-assigned back to the same person by dynamic scheduling? We would ideally want it to work through the list of best ranked engineers and assign to the next one.

[Joshua Chen MTL]

• 
  
  using the acceptance field or if user reject, you can:
  • If custom task filter, add  criteria "Ignore Rejected Technician " in your DS task filter
    • Used in OOTB task filer "Assignment : Assign Pending Dispatch Work Order Task"
      Used in OOTB task filer "Reassignment : reassign unassigned task"
  • Set property work.management.rejected.technician.duration to the duration that you want (system will not reassign if it hasnt been 24 hours)
  •  add any of the folowing 2 criterias
    • 
      Prioritize Preferred and Secondary Technicians
      OR Rank Preferred and Secondary Technicians
      
      for above you need to populate wm_task_tech_preference related list on wot