Auto-assignment and service desk shift patterns

[Dubz]

Hi,

We're just in the process of implementing Service Now, we've set up various rules to automate the assignment group a ticket goes to depending on the CI or Service Offering selected but the assignment field remains blank until someone manually enters an agent. Does Service Now have an auto-assignment feature where i can have the ticket assign to a particular queue on a round-robin basis?

One of the service desks i am rolling this out to has a team of 8 people working 12 hour rotating shifts where there are only 2 active at any given time, does anyone have any bright ideas on how to manage this? If i'm able to assign tickets round robin i'm thinking i will fill 2 queues of tickets and then each agent will be assigned a queue when they arrive and we'll somehow work out a way to associate their user ID with that queue. No idea how to do it though.

Any ideas more than welcome

Cheers

Dave

[Michael Ritchie · Accepted solution]

ServiceNow has an On-Call Scheduling application where groups can maintain a rotation schedule and tasks will automatically be assigned to the on-call person:

On-call scheduling

If you want to assign based on a round robin, there is a solution in ServiceNow Share that may help you as well:

ServiceNow Share

[LK11]

Hi David,

Could you please share how you set up on-call schedule based on CI.  We have the same requirement and if you could explain step by step, that would be great.

Thank you