In the first two parts of this blog series, I introduced how to build out a Round Robin Assignment in Service Manager and how to get it setup from within SCSM.
In this third part, I am going to show how the Runbook works that assigns Incidents to the next available analyst for the given Support Group. To obtain a copy of the Runbook and all other needed files, please refer to Part 2 of this blog series.
Below is a screenshot of the Runbook. We'll walk through each activity so you understand exactly what it's doing and how it works.
This activity is monitoring for any new Incidents that are created. I only have the Trigger set to New but this could be modified to also include when Incidents are updated (more specifically, their Support Group).
Get Round Robin
Once a new Incident has been found, the Runbook will go through the rest of its processing. This activity gets the Round Robin object based on the selected Support Group of the Incident. It also makes sure that the Round Robin is Active.
Get Round Robin TO Get AD Group Rel Link
In this link, the Runbook ensures that it will only continue if it finds a valid Round Robin object. This accounts for the scenarios where the new Incidents do not have a Support Group assigned, there is no Round Robin object for the selected Support Group of the Round Robin object is not active.
Get AD Group Rel
In activity, we get all the relationships between the Round Robin and the Active Directory Group objects.
Get AD Group Rel TO Get AD Group Link
In this link, the Runbook ensures that it will only continue if it finds a valid AD Group relationship on the Round Robin object. This accounts for the scenario where there is a valid Round Robin object setup for the given Support Group, but no AD Group has been configured.
Get AD Group
In this activity, we get the AD Group objected that is related to the Round Robin object.
Get Next User
This activity is a Run.Net Script activity that does the heavy lifting of determining who the members of the related AD Group are and determining who is next in line for Incident assignment. The script publishes out the Distinguished Name of the year. Please refer to Part 4 of this blog series to get a full explanation of how this script works.
Get Next User TO Get AD User Link
In this link, the Runbook ensures that it will only continue if it finds a valid user to assign to the Incident. Reasons for why a valid user might not be found are if no users are in the AD Group or there are no available users in the group (out of office set or not round robin enabled). You could build some notifications around this condition if you wish but I did not for this example.
Get AD User
In activity, we get the AD User based on the Distinguished Name published by the Get Next User activity.
Get AD User TO Create Assigned Rel
In this link, the Runbook ensures that it will only continue if it finds a valid AD user in SCSM from the published Distinguished Name. Reasons for why a valid user might not be found are if there are members in the AD Group that do not yet exist in SCSM. The reason for that might be that a new member started in your group and their user account has been added to the AD Group in Active Directory but the AD Connector has not yet synced their account over to SCSM.
Create Assigned Rel
In this activity, we create the "Assigned To User" relationship between the Incident and the AD User.
Update Round Robin
In this activity, we update the LastAssignedUser property with Distinguished Name of the user. This allows for when the process runs again, the Get Next User script knows where it last left off.
That's all there is to it. Stay tuned for Part 4 where we'll dive into the Get Next User Powershell script and walk you through exactly how it determines the next user for its Round Robin assignment.
Stayed Tuned! Part 1: Introduction, Part 2: SCSM Setup, Part 3: Orchestrator Setup (this post), Part 4: Get Next User Script
Until the Whole World Hears,