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

[Vamsi Paidi]

Hi,

Use can use show related field and use the filter field from User profile and select filed Time Zone.

Please try this way and confirm

[Alp Utku]

My first question would be, If you want users to acknowledge that, they are raising Incident outside of business hours ? The reason I am asking this to provide you very easy front end solution. 

You can create a checkbox such as " Outside of business hours " + Client Script on Incident table. Client script will make your check box variable true when Incident is created outside of business hours. 

You can create a variable to get current date and time :  var bh = new GlideDateTime(); Then just write an If Condition to check If you are outside or inside of the business hours. To set the checkbox true you can return void fucntion = return true ;

When a user is trying to raise an Incident outside of business hours,show Info message on the Incident Form " Your Incident will be assigned to Service Desk due to you are creating this Incident outside of business hours "

The last step is to create the assignment rules on Incident Table. You can create one with order 100 to route outside of business hours Incidents to Service Desk  and then create as much as you need with different orders ( 200, 300 etc) These assignment rules should be based on location + outside of business hours = false. 

[krishnachowdary]

Hi Alpu.

Thanks for your response.

Could you please provide code for this .

Thanks in ADV.

Regards,

Krishna