Advanced work assignment

[Aishwarya_01]

Hello,

We have a requirement for advanced work assignment. We need to assign an incident to a user who is nearest to the caller's location. The caller's location is populated in the incident form’s location field. After selecting the service offering, the assignment group is also populated. We want to assign the incident to a user within that group who is closest to the caller's location. Users' locations are stored in the user table.

Thanks!

[Sandeep Rajput]

@Aishwarya_01 You can achieve this via a business rule/assignment rule which runs when the ticket is inserted. In this business rule you can use the GlideGeoPoint API to calculate the distance between two locations. You can compare caller's location with the location of all the agents in the assignment group and assign the ticket to agent who is nearest.

Please refer to the following documentation related to GlideGeoPoint API for more information.

https://docs.servicenow.com/bundle/xanadu-api-reference/page/integrate/guides/GlideGeoPoint/concept/...

Please mark my response helpful and accepted solution if it addresses your question.