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

[krishnachowdary]

Hi Vamsi,

Thanks for your response.

The above assignment rules will trigger based on location but i need based on caller location time zone we need to auto assignment routing.

Could you please provide me the solution for this.

Regards,

Krishna 

[Ashutosh Munot1]

Hi,

On user profile you have a time zone field. So make use of that field.

If the timezone is Europe/Amsterdam then assign to EMEA Helpdesk.

Thanks,
Ashutosh

[krishnachowdary]

Hi Ashutosh,

Thanks for your response.

I have added timezone in users but we need based on caller timezone we need to auto assignment group routing

For example:Customer raise a ticket before business hours we need to assign local help desk and if customer raise a ticket after business hours we need to check next vailble group and needs to auto assign that group.

Could you please provide solution on this.

Thanks in ADV.

Regards,

Krishna

[Ashutosh Munot1]

Hi,

For this you need to define schedules and then use them in this scripts.

Thanks,
Ashutosh munot

[krishnachowdary]

Hi Ashutosh,

thanks for your response .

I have created schedules.could you please provide the code for this

thanks in ADV.