RITM assigned to a person in group having least number of incident.

[rishabhchau]

1-suppose that we have to create a catalog - "non Registered user case"
1 )Requestor name -----(Manual)
2 )Requestor code ----- (8 letter alphanumeric except 'z') Manual

3 )Case description-------(40 words manual)

2- Create a group "request transfer group" with ITIL role add 4 people

3-Once the step-1 RITM is logged it should be asssign to person in above group having least number of incident in them.

[OlaN]

Hi,

Not sure if I follow.

If you create the group in step 2, and add 4 people to it, then no one of the people in the group would have any records on them, since it's a new group ?

Or did you mean whom ever that has the least amount of incidents on them alltogether ?

[rishabhchau]

yes i mean whom have least number of incident RITM is assigned to that user

[OlaN]

There is an interesting caveat to your requirement.

If you do run a script that runs through incident records, and group by assigned to, you will always get the person(s) with at least one record assigned to them.

But! you will always miss out on the people (if any) that has zero incidents assigned to them.

Running on other tables, such as all users with itil role (sys_user_has_role) might come up with more accurate results, but then it might contain users, you don't want to assign the incident to.
It would be a lot easier if you would accept a specific group, and get the fulfiller with the least number of active incidents on them.

We will need more specified requirements in order to proceed.

[Ankur Bawiskar]

@rishabhchau 

so what script did you start with and where are you stuck?

If my response helped please mark it correct and close the thread so that it benefits future readers.