Self Service Incident based on capacity

[dhivyal94299399]

Hello community,

I'm trying to assign an incident based on condition and capacity.
For ex: Via business rule, whenever an incident is created, based on certain factors automatically group A is assigned to incident when created.
My requirement is that whenever an incident has Assignment group A, then based on caller's country it should be changed to assignment group B and also assign to field should get populated based on capacity. 
Note: this is not a single group, there are multiple groups based on country and other factore

I tried using AWA queues for incident but it didn't work. Kindly assist me here

Regards,

[yashkamde]

Hello @dhivyal94299399 ,

Also for this use case you can use Business Rule which will handle group assignment based on country.

Create an After Business Rule on the incident table:

(function executeRule(current, previous) {

    var callerSysId = current.caller_id.toString();

    if (!callerSysId) return;

    var userGR = new GlideRecord('sys_user');
    if (userGR.get(callerSysId)) {
        var country = userGR.getValue('country');
        var groupMap = getGroupByCountry(country);
        
        if (groupMap.groupSysId) {
            current.assignment_group = groupMap.groupSysId;
            current.assigned_to = '';
        }
    }

    function getGroupByCountry(country) {
        var countryGroupMap = {
            'US': 'sys_id_of_group_US',
            'IN': 'sys_id_of_group_IN',
            'UK': 'sys_id_of_group_UK',
            'DE': 'sys_id_of_group_DE'
        };
        
        return { groupSysId: countryGroupMap[country] || null };
    }

})(current, previous);

Also instead of hardcoding, maintain a custom table like u_country_group_mapping with fields : country, assignment_group, fallback_group. Query it dynamically.

If my response helped mark as helpful and accept the solution.

[Tanushree Maiti]

Hi @dhivyal94299399 

Refer: 

https://www.servicenow.com/community/csm-forum/how-to-configure-awa-for-incident-assignment-based-on...

KB0862506 Newly created incidents are getting assigned to the assignment group automatically 

https://www.linkedin.com/posts/divyakanth-tirumalasetty_servicenow-servicenowdeveloper-automation-ac...