Automated assignment for incident

[kenny_estrella]

Network Group manager wants to automate assigning tasks to members of the group. When a new incident is assigned to this group and it is not assigned to anyone, a configuration/script will assign it in a round robin assignment to the member. 

Note: Assign 10 members to the group.

For the SLA of the incident:

1. Auto-Notifications should be sent out by the tool for:

1. Tickets nearing SLA breach 70%.
2. Tickets that breached the SLA 100%.

1. Recipient of the notices should be the assigned support team.

Is it possible to get all group members number of assigned incidents or task, then the assigned to will be the group member with the smallest number of assigned task.

[Tony Chatfield1]

Hi, it is possible, but this type of process is not best practice as user availability is much more complex than x tasks in a queue; and if you do not allow for leave, breaks, training, any other reason for absence or an inability to respond to a task in a queue, then the result will be degraded customer service and breached SLA's.

Otherwise, SLA's and notifications are OOB behavior, but you would need a customer before BR to query tasks assigned to users in your group and then decide whom should be assigned the current record.

[kenny_estrella]

Hi Tony, thanks for the details. Let's say, we get the number of tasks per group member, but we also consider who is on leave, break, or training so that we can determine which member is very available.

[Dr Atul G- LNG]

@kenny_estrella 

Greetings!!

Please give a try to on call scheduling , that will be a another option for you.

Please accept my answer as solution or mark it helpful.

Regards

Atul G

[kenny_estrella]

Hi Atulya, my plan was to try it using Scripting, I just need to get the dictionaries for getting the number of tasks assigned to each group member, who is on leave, break or vacation. Do they even have dictionaries?