Hi all, can you help me?

[jhnvncntdel]

1. Automated assignment for incident 

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.
2. Content:

1. Subject: (incident number) has breached (%) of the agreed Resolution SLA
2. Body:

The incident (number) has breached (%) of the agreed Resolution SLA

Click here to view the incident: (link)
Short Description: 
Description:

Thanks,

IT Support

[JenniferRah]

I think you are saying you want to do the auto assignment once the SLA hits 70%. If so, you can probably do this in the workflow or Flow that handles your SLA. Once it hits the desired mark, you would do the following:

1. If the incident is assigned to the desired group (You can either hard-code this if it's one group or use a "type" in the group called "Round Robin" if you have multiple groups wanting this functionality.)
2. Do a lookup of the 1 most recent Incident assigned to this group and note the person to whom it is assigned.
3. Do a lookup of the group members in alphabetical order and note the person after the one assigned in step 2 above.
4. Assign this Incident to the person from step 3 above.