Auto‑Assignment Workflow for New Incidents Based on Active Group Members

ajaynalabol
Tera Contributor

yesterday

Create a workflow for the Incident table with the following behavior:

  • The workflow should trigger when an Incident is in New state and the Assignment Group is not empty.
  • The Assignment Group must be dynamic (not hardcoded to a specific group).
  • When an incident is assigned to a group:
    • The system should automatically assign the ticket to any user who belongs to the same assignment group.
    • The user must be: Active and Logged in within the last 30 minutes.
  • If a user has not logged in within the last 30 minutes, the incident should not be assigned to that user.
  • If no eligible users are available in the assignment group, the incident should remain unassigned.


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Ankur Bawiskar
Tera Patron

17m ago

@ajaynalabol 

it's an easy requirement

where are you stuck?

Why not use Advanced work assignment for this?

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 10x ServiceNow MVP  ||  ✨ ServiceNow Community Leader
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