How to assign the tickets Automatically in service now

[Harish6]

Hi Team,

we have some teams which are getting hundreds of tickets everyday. we are trying to automate the ticket assignment process. Is there any inbuild ServiceNow feature to accomplish this requirement.

we need to assign the tickets to engineers based on round robin fashion and engineer availability.

we heard that there something called queue manager in ServiceNow but we don't have any clue on it.

Please help me on this it will be great Help.

Thanks in Advance. 

[Anil Lande]

Hi,

There is OOB solution available but that need additional plugin.

https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/administer/advanced-work-assignme...

Please check this link.

Thanks,

Anil Lande

[SNOW44]

Hi Harish,

Create a New group and add user who do work on tickets and  create a date/time field as "u_auto_assignments_time_stamp" in sys_user_grmember table.

Crete insert before business rule on ticket table as below. This works as auto assign the members to ticket as round robin and when new user is added then new generated ticket is assigned to him first and repeat the the loop again. THIS WORKS GOOD 🙂

 var grMemRec = new GlideRecord('sys_user_grmember');
    grMemRec.addQuery('group', '1234567890');      Group SYSID pass here as static
    grMemRec.addQuery('user.active', true);
    grMemRec.orderBy('u_auto_assignments_time_stamp');
    grMemRec.query();
    if (grMemRec.next()) {
        current.setValue("assigned_to", grMemRec.user.sys_id);
        grMemRec.u_auto_assignments_time_stamp = gs.nowDateTime();
        grMemRec.setWorkflow(false);
        grMemRec.update();
        }
		
       
    

If it works, Correct my Answer.

[Nitz]

This was really helpful. If we have to extend this business rule for the assignee in Shift, how can we do that. Meaning how ServiceNow will read the available member in a particular shift and if someone on leave and based on that it will perform the Round Robin rule. Appreciate quick response.

[Ashutosh Munot1]

HI,

Two things you can do:

1) Advance work assignment

2) Assignment rules with your custom code to decide round robin agent.

Thanks,
Ashutosh