question Assign incident ticket based upon shift timings to respective user in ITSM forum

Assign incident ticket based upon shift timings to respective user

awakevima19 — Fri, 09 Jan 2026 14:18:34 GMT

Requirement

Need to assign the priority tickets to respective groups based on their shift roster available users . How we can achieve this test case please suggest ?

Re: Assign incident ticket based upon shift timings to respective user

SumanthDosapati — Fri, 09 Jan 2026 18:31:05 GMT

@awakevima19

This link might help you.

Regards,
Sumanth

Re: Assign incident ticket based upon shift timings to respective user

yashkamde — Sun, 11 Jan 2026 16:14:08 GMT

Use BR for that,

if (current.priority <= 2) {

var grp = new GlideRecord('sys_user_group');
grp.addQuery('u_supports_priority', true); // custom flag
grp.query();

while (grp.next()) {

var usr = new GlideRecord('sys_user');
usr.addQuery('active', true);
usr.addQuery('sys_user_grmember.group', grp.sys_id);
usr.addQuery('sys_user_schedule.schedule.is_active', true);
usr.query();

if (usr.hasNext()) {
current.assignment_group = grp.sys_id;
break;
}
}

// fallback
if (!current.assignment_group)
current.assignment_group = 'BACKUP_GROUP_SYS_ID';
}

You you want screenshot I can share though..
If you find this helpful mark as helpful and accept solution..