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07-28-2025 03:37 AM - edited 07-28-2025 03:38 AM
Hi
When ever sc tasks and incidents are triggered with empty group which state is one of open,WIP and onhold then need to configure the Queue Manager to assign all SCtasks & Incidents automatically within the ABC group group members who is available having state a 'True' this one I have achieved with queue manager but I have othe requirement like If the user who raised ticket is from a specific location(India,UK,UAS etc.) then the ticket should be assigned to group member for ServiceNow group "ABC" of the same location If not the assigned engineer from the specific location group is unavailable, the ticket should be reassigned to one of the engineers listed in the Queue Manager (True State). How can we implement this one
Thanks
Solved! Go to Solution.
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07-28-2025 04:08 AM
see this link where I shared solution for something similar, please enhance your code as per that
set assignment group based on user location by using workflow
If my response helped please mark it correct and close the thread so that it benefits future readers.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
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07-28-2025 03:55 AM
Hi @raj99918 ,
Please try below approach:
1. Add Location & Availability to Group Members
Make sure:All users in Group ABC have their Location set (India, UK, USA, etc.). All users have a checkbox field like "Available" set to true or false
2. Use a Script to Handle Assignment Logic
Since Queue Manager alone can’t handle this "check location → fallback" logic, we’ll use a script.You’ll need to ask your ServiceNow developer (or use yourself if you're a developer) to:
Create a Script Include with the logic:Get the ticket raiser’s location. Find available group members from the same location.
If found → assign Else → assign to any available group member
3. Trigger This Script from a Business Rule
Set up a Business Rule on Incident and SCTask that runs:Only when group is empty,Only if state is Open/WIP/On Hold
Before or After Insert (your choice)
The rule should call the script to assign the ticket.
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07-28-2025 04:08 AM
see this link where I shared solution for something similar, please enhance your code as per that
set assignment group based on user location by using workflow
If my response helped please mark it correct and close the thread so that it benefits future readers.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
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a month ago
Hope you are doing good.
Did my reply answer your question?
If my response helped please mark it correct and close the thread so that it benefits future readers.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
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07-28-2025 04:11 AM
Would you mind closing your earlier questions by marking appropriate response as correct?
Members have invested their time and efforts in helping you.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader