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Round Robin Assignment in Service Manager - Part 1: Introduction

Author by Christopher Mank

As more and more customers move off of their existing Incident tracking systems, I find it necessary to replicate some of the functions that a client's old system may have but is not included in Service Manager out of box.  One of those functions is Round Robin Assignment. In many organizations, the choice is made from a process perspective to implement a process for round robin assignment, which instead of relying on analysts to "pick-up" incidents on their own, the system automatically assigns them to a user based on some logic.  With this in mind, I set out to create a workflow that would replicate this functionality in Service Manager.

This post is meant to be an overview of what round robin assignment is and also act as a landing page for the entire series as a whole.  In this four part blog series, we'll touch on the below topics to show exactly how this process works, how it was built, and where you can go to download it for your own environment.

Here's a sneak peek of the Console form:Round Robin Console Image

And a sneak peek of the Runbook:

Round Robin Runbook 2 Image

Stayed Tuned! Part 1: Introduction (this post), Part 2: SCSM Setup, Part 3: Orchestrator Setup, Part 4: Get Next User Script

Until the Whole World Hears,


Christopher Mank

Systems Architect