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.

[Mr Anderson]

To expand on Atul's comment, Advanced Work Assignment is made specifically for this kind of thing.  Meaning you can set up a Service Channel for Incident and an Assignment Rule to assign cases based on 'Last Assigned' to give you a round-robin.

It also gives you a lot more flexibility if you need to set things like maximum workloads for an agent or if they need to be on a schedule.

https://docs.servicenow.com/en-US/bundle/utah-servicenow-platform/page/administer/advanced-work-assi...

[Paritosh Kumar]

Hi Kenny,

Please below KB article may be it could help you.

Demystifying Advanced Work Assignment (AWA) - Support and Troubleshooting (servicenow.com)

Best Regards,

Paritosh