How can we auto assign incidents to users of a assignment group based on certain conditions?

[Surya68]

I want to implement a script which would auto assign incidents based on certain conditions.Do I need to write server side scripts or we can implement it using business or assignment rules? It would be really help if someone can guide me through.

Kind Regards,

Suryank

[Kieran Anson]

Hi,

It'll depend on what your criteria is but you'll likely find that Advanced Work Assignment (AWA) or Assignment Rules will meet your needs.

[P-Rudenko-SN]

Hi Surya, is your condition that complex, so it can't be implemented via the 'Applies to' tab of the Assignment Rule for the 'Incident' table?

Technically you can implement your requirement via the business rule, but normally you should do it via the assignment rule conditions or the assignment rule script. May I ask you for some details about what are you looking to achieve?

[Surya68]

Hi Pavlo,

             Use case is like,few members are excluded from taking incs,the rest of members will be allocated in round robin algorithm.And when someone is not present the next person in the queue is allocated that incident.

Thanks and Regards,

Suryank

[P-Rudenko-SN]

Hi Surya, 

In this case, you might probably need to use a script include. Please check this thread (I'd need a translator as it's not in English, however, the script there must be useful for you):

https://community.servicenow.com/community?id=community_article&sys_id=604e4c1ddbac1b00032a7a9e0f961...