ServiceNow Tickets Triaging and assigning automatically

Forum|Forum|3 months ago
May 7, 2026
4 replies
68 views

Are there any plugin available to triage the ServiceNow tickets after creation and assigning to the support team member automatically without manual intervention.

J

jeremy.spears

Participating Frequently

Hi Balaji,

I think you are looking for the Triage feature that is configured in Moveworks Setup. Take a look at this doc. https://docs.moveworks.com/service-management/triage

B

Balaji JothiramalingamAuthor

New Participant

Hi Jeremy,

Thanks for the link which is more useful. We have a roster which changes every week based on the team’s availability to assign the tickets, is there a way the roster can be lookup during the triaging process?

J

jeremy.spears

Participating Frequently

Hi Balaji,

Triage will only update the Assignment Group, but you could have business rules or another process within ServiceNow to handle the Assigned to based on each user’s availability.

B

Balaji JothiramalingamAuthor

New Participant

Hi Jeremy,

Thanks for the update. We will check with ServiceNow team on this.

Sign up

If you're a Moveworks customer, you can click the SSO button below to login-even if it's your first time. Everyone else can use email or click create an account above to register.

Login or create an account

If you're a Moveworks customer, you can click the SSO button below to login-even if it's your first time. Everyone else can use email or click create an account above to register.