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

Chaz_
Tera Guru

2 hours ago

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.

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Stephen Gardner
Tera Contributor

7m ago

Hi Chaz

I've not implemented this but in theory it should work. 

 

I believe you can configure that in AWA (Advanced Work Assignment). In Zurich you go to All > Advanced Work Assignment > Settings > Assignment Rules. Open a rule or create a new one and set the Rejection Handling in the Related List. It will allow you to set timeouts. 

 

Use Queues and Assignment Eligibility to trigger to the on-call manager. 

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