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.

[Stephen Gardner]

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. 

[Chaz_]

Thanks, I’ll take a look into this.

Just to expand on the use case, we want FSM dynamic scheduling to automatically pick the nearest engineer, who has the skills and has had the least amount of work.

After setting up this rule, it would auto assign the engineer. This would trigger a call out through xmatters. However, if the engineer does not accept the job within 15 mins, we want to trigger a call out to the 2nd engineer matched to the job. And again the callout process is initiated until someone accepts.

Can the dynamic scheduling be triggered somehow to go through the matches engineers?

Thanks.

[Joshua Chen MTL]

• yes, you can do that ootb, using the distance, skill and last assigned OR Availability Today criterions
• you can also create a custom criteria to look up the amount of work assign or total hours and go through each engineer that matches the job

[Joshua Chen MTL]

dont think awa supports fsm yet, does it?