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Is it possible to auto-assign incidents based on workload utilizing OOB (Out of Box) functionality? - Support and Troubleshooting
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KB0715928

Is it possible to auto-assign incidents based on workload utilizing OOB (Out of Box) functionality?


1258 Views Last updated : Apr 7, 2024 public Copy Permalink
KB Summary by Now Assist

Issue

Is it possible to auto-assign incidents based on workload utilizing OOB (Out of Box) functionality?

Release

Jakarta Patch 9c

Cause

Unfortunately, no OOB (Out of Box) behavior currently exists to accomplish this functionality. 

Implementing something like this would be a customization. ServiceNow Technical Support Engineers are experts in dealing with OOB (Out of Box) behaviors. Debugging and implementing customizations is not in their area of expertise.

That being said, the ServiceNow Community website is an excellent resource where customers share ideas and assist one another with implementations:

  • https://community.servicenow.com/community

Here is an example article that seems to similar to the desired functionality:

"Trying to query list collector field on Incident form" - https://community.servicenow.com/community?id=community_question&sys_id=6576cfe1db1cdbc01dcaf3231f96191e&view_source=searchResult 

Encourage users to search the Community website to see if the functionality they are trying to accomplish has already been achieved by other users as new posts, ideas, and implementations are added daily.


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