Ticket Auto Dispatch

[balaram03]

Hello ,

Is Ticket Auto Dispatch is possible through service now ? If I would like to know how to perform Ticket Auto Dispatch that in service now .

Your inputs would be highly appreciated.

Thank You,

[kenappell]

I would recommend always using assignment groups and not assign to specific people. There is too much risk of that person not being available, being overwhelmed, etc, and the ticket may stall. Resolvers should be monitoring the queue and picking up tickets as they come in.

[balaram03]

We are already following the concept of assigning to group and mails will be triggered to people under that group .

Now we are planning ahead - (i.e) avoiding monitoring's queue.

Based on the resolver's group ticket should be assigned to relevant agent based on there availability who can work on the request - Is this possible through Service now ?

[kenappell]

It may be possible, but you'll have to figure out a way to track the resolvers' availability. Do you consider them available just because they log on? How about if they have a large number of tickets in their queue? Will you round-robin? How do you know how long they'll be working on a ticket? I honestly think you're going down a rabbit hole here. Is the risk and amount of work it will take to architect and develop this feature worth the effort saved by not having to go to the queue and pick up a ticket manually? If it were one of my stakeholders asking for this, I would talk them out of it.

[balaram03]

Thanks Ken.

I am planning to consider resolver availability through the option - Service now ->User->Last login (Sort from Z-A) .

And round-robin is mandate and as of now planning this for service request category only.

But again thanks for sharing your views.