Round Robin Dispatcher for ServiceNow 作者： Marwen Mahmoud

Stop assigning tickets by hand. Round Robin Dispatcher shares your team's ServiceNow incidents, requested items and catalog tasks fairly between agents, in rotation, while respecting who is working today.

How it works

1. Add your ServiceNow address (for example https://yourcompany.service-now.com). The add-on only runs on the addresses you add.
2. Create your agents once, then build teams: link each team to its ServiceNow assignment groups and pick its members.
3. Open a list of incidents or tasks and click "Assign all unassigned", or turn on automatic mode and let it assign new tickets every few minutes.

Features

• One-click assignment of every unassigned ticket in your teams' assignment groups
• Automatic mode: checks for new tickets every few minutes while ServiceNow is open
• Separate rotations for incidents and for requests & tasks
• Weighted shares: give an agent ×2, ×3 or ×4 the tickets of a colleague, or exclude them from a ticket type
• Choose which assignment groups each agent covers inside a team
• Working days per agent, "Off today" in one click, and planned absences for any date range
• "Assign next" button on incident and task forms
• Optional work note on each assignment
• Optional timed refresh of list pages
• Activity history with CSV export, backup and restore
• Works on any ServiceNow instance, including custom domains

Privacy first

• No account, no server, no analytics, no tracking
• Your agents, teams, absences and history are stored only in your browser
• It talks only to the ServiceNow instances you add, using your own login and permissions

Requirements: a ServiceNow account allowed to update the tickets you dispatch. Classic ServiceNow lists and forms (including inside Next Experience); Service Operations Workspace is not supported yet.

Made by Exentis · https://exentis.tech · Source code: https://github.com/exentis-tech/rr-dispatcher

ServiceNow is a trademark of ServiceNow, Inc. This add-on is independent and not affiliated with or endorsed by ServiceNow, Inc.