How can we stop the incidents to get assigned to a person who is in leave/PTO

[Sreedhar3]

Hi Team,

We have a requirement to stop assigning the incidents to the resource who is on leave.

For Example: Person 1 is on leave and Person 2 trying to assign an incident to Person 1, What our expectation is either we can hide his name from the group for certain period or when someone is assigning we need to throw an error stating the resource is on PTO.

Kindly suggest us on how we can achieve the above requirement

Best Regards

Sreedhar

[Arav]

Hi,

Typically ticket assignments to a specific member are done by either the team lead or another team member, both of whom should know the availability of other team members.

If you really want to use the platform to enforce it, then you will need to add a mechanism to record PTO and have a custom script written to stop assignments to an employee who is not available.

Alternatively, you can explore the platform's AWA capability to auto offer tickets to only those that are available.

https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/advanced-work-assignmen...

Thanks,

Arav

[Sreedhar3]

Hi Arav,

Thanks for the quick response,

What is happening in our environment is the resources are updating their leaves in the sharepoint and Outlook. As you know it is not possible to check each and every time whether the person is in leave or working before assigning(As of now all the employees are working from Home). So what our expectation is how can we pull the data which is in third party tool(Eg: Outlook, Sharepoint), is integration is the only way or any other ways we can achieve.

[Arav]

Hi,

A quick solution I can think of is this - write a Python or Shell script to read data from these files and call ServiceNow Table API to update assignee accordingly.

Thanks,

Arav

[Sreedhar3]

Hi Arav,

Actually we achieved it using the Calendar events in ServiceNow which is OOB and we are able to show the info message of the resource.

Thanks for the helping hand

Best Regards