Use Round robin with Business rules

mihail · ‎01-23-2018

Hello everyone,

First let me say that i am fairly new to servicenow only been working for a few months with it. I work in a team of four people which handle internal customers requests. Currently we have no assignment or business rules so we manually assign new tickets to each-other, which i would say is time consuming and frustrating if we have a lot of requests.

I now want to try and optimize the process of our team by creating a Round robin with business rules to handle requests. I will try to implement the approach which is shown on the video, which you probably all know: https://express.servicenow.com/support/videos/servicenow-express-use-case-round-robin-assignments/

The problem is i do not know how i can bypass the problem if a member of the team is currently on vacation or sick leave, i would like in that case the ticket to go directly to the next in line. Is there a way that the user can make himself offline or inactive for the period and he is automatically taken off the rotation? This way just setting additional Business rule for that. I searched the web for a while but couldn't find a fitting solution. If you know of any other approach which can be used, different from the one on the video please share.

Thank you in advance, i will really appreciate any help i can get on this one, it will certainly make our work a lot easier!

Thank you in advance and best regards

Mihail

Sebastiaan de V · ‎01-25-2018

If you want to involve more planning on this, e.g. planned vacation or training in the future. You can also use the user schedule (there is a field called "schedule" on the sys_user table) to determine there availability. Then in your business rule you can check if the user is available at the current time using the "isInSchedule" function in the GlideSchedule API: GlideSchedule - Scoped

This is a bit more complicated, but it provides more flexibility around planning and forecast. You have to manage the user schedule of course for this.

Let me know if you need more explanation on this.

View solution in original post

Tyler_MTech · ‎01-24-2018

You could add a new field to sys_user table that is set to true if the user is on vacation and false otherwise. Then have the business rule check that field when it comes to that person's turn.

mihail · ‎01-24-2018

Thanks very much for the reply!

Can you please apply a screenshot of this option ?

mihail · ‎01-25-2018

Hi Tyler,

thanks, the only thing i do not understand is how does the table indicat true or false depending on if the person is on vacation. Can the user set himself as unavailable in SNOW?

Dubz · ‎01-24-2018

Hi Mihail,

As an alternative you could use the queue manager available from service now share at the link below. I'm using it and i've put a simple tick box on my user form that will mark users as unavailable for the queue manager when it is set to false.

ServiceNow Share