Auto assignment group routing based on user location time zone in incident?

[krishnachowdary]

Hi Team ,

Could you please provide solution for below requirement.

Q)We have so many locations and 3 assignment groups.

1: If  caller locations is United Kingdom ,Spain and Russia :

If caller raise a ticket above locations business hours we need to assign 1st helpdesk group.after business hours we need to assign next available locations helpdesk

2:If  caller locations is Singapore ,India and Japan:

If caller raise a ticket above locations business hours  we need to assign 2nd helpdesk group.after business hours we need to check and  assign next available locations helpdesk

3:If  caller locations is United States,Canada and Argentina:

If caller raise a ticket above locations business hours  we need to assign 3rd group. if customer raise a ticket after business hours we need to check and  assign next available locations helpdesk .

 each locations time zones is different. this our requirement 

Could you please help me on this 

Thank in ADV.

Regards,

Krish M

[Ashutosh Munot1]

Hi,

Yes this can be done using assignment rule script section.

It will take sometime for the script but can be done.

Thanks,
Ashutosh

[Anoop Jain1]

Hi @krishnachowdary

Assignment should be based on user location, So you can use a business rule like this.

Auto-populate group based on caller:

Business rule code:

(function executeRule(current, previous /*null when async*/) {

var caller = current.getValue('caller_id');
var gr = new GlideRecord('sys_user_grmember');
gr.addQuery('user', caller);
gr.query();
while (gr.next()) {
var a = gr.sys_id.toString();
gs.addInfoMessage("Group sys id " +a);
current.assignment_group=a;
current.update();
}

})(current, previous);

If this answer is helpful for you then please mark as Helpful and consider setting this reply as the Correct Answer to the question!

Thanks and Regards
Anoop Jain

[krishnachowdary]

Hi Anoop,

Thanks for your quick reply.

I need based on caller location timezone we need to assignment routing.

Could you please provide the solution for this.

Regards,

Krishna 

[Vamsi Paidi]

Hi Krishna,

Assignment rules: please select table = incident and use filter condition

If this answer is helpful for you then please mark as Helpful and consider setting this reply as the Correct Answer to the question!