Incident auto assignment for greater than 2 weeks should assign to Manager of Assignment Group

[Yashashri]

I need solution where if tickets are not assigned more than 2 weeks system should auto assign ticket to manager of assignment group.

I tried it with flow designer, but I am not able to update multiple records. I am only able to update first record of search result.

Another way I tried where I am only able to update Manager as Assignee when any update happens to that record.

Please suggest possible ways and ways to implement it

[AnveshKumar M]

Hi @Yashashri 

You can try using Scripted Action using scheduled glide event (gs.eventQueueScheduled()). You can fire this event whenever the assigned_to field becomes empty but the assignment_group is filled in.

The scripted action will be linked to it which will trigger exactly after the specified duration (2 weeks) and checks if the assigned_to is still empty, if it is then assign it to group manager.

Please let me know if you still need help on this.