Automatically assigning ticket to myself, if the ticket is not assigned to anybody

[Gowtham29]

Hi all,

I have a requirement such as, If the ticket is not assigned to anybody with in four hours based on created time then the ticket needs to be get auto assigned to myself.

For example, My assignment group name is service desk group and along with me in that group five members exist. Now ticket is assigned to my group on today. Now after four hours if the ticket is not assigned to any person in my group then it should auto assign to my name. This should be happen only for catalog task(sc_task) tickets.

please help me in this regard. Thank you in advance.

[Gowtham29]

Hi Ariel,

Thank you so much for the script.

The script you provided here directly assigning to me with out any time stamp. The ticket needs to assign to me after four hours. Time should be given my group members to take action on the un assigned tickets, if anyone does not take action, after four hours the ticket needs to auto assign to me. Please extend your help a bit longer and suggest me how to do this. Thank you once again for the quick response.

[arielgritti]

Ok, in that case I think the @tim deniston is a better approach to achieve your goal.

Ariel

[Tim Deniston]

You're probably in need of a Workflow to run on the sc_task table. This would run when a catalog task is assigned to your group and the Assigned To is empty. The Timer workflow activity waits 4 hours, checks to see if Assigned To is still empty and Assignment Group is still your assignment group and then assigns to you. Otherwise, the workflow would just end. 

[ralf_schnell]

Hi,

my advise is to keep this as simple as possible. First of all, decide if it is always going to be you, personally, who gets the ticket assigned. You could do this and use the 'Delegates' function to take care of situations where you won't be able to respond. Otherwise, think about using 'On Call Scheduling' instead.

Now, if it is going to be you always, use either an SLA workflow or an Inactivity Monitor. Both can fire a workflow (SLA is easier to set up and maintain). Use a workflow activity to do the assignment.

Kind regards

Ralf Schnell, Senior Platform Evangelist

[Rahul Kumar17]

hi,

Give the ITIL role Solve Your problem

assigned to me