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. 

[Harish6]

Hi Ashutosh,

Thanks for the reply.

Current we are assigning the tickets by using excel shift roasters means who is working that particular shift based we will look and assign.

How to replace this in ServiceNow?

Thanks & Regards

Harish.

[Ashutosh Munot1]

Hi,
I dont know if you have oncall module.

Thanks,
Ashutosh

[Nitz]

Hello Harish,

Have you received any way out to perform this roaster/ shift thing in ServiceNow ?

Thanks

Nitz

[BhupeshG]

USe

AWA

DL look plugin

Service Offering based assignment group - CMDB data driven