STREAMLINING TICKET ASSIGNMENT FOR EFFICIENT
SUPPORT OPERATIONS
Team ID : NM2025TMID05695
Team Size : 3
Team Leader : Sivasudharsan A
Team member : Sanjay M
Team member : Sanjay kumar J
Problem Statement:
Support teams often face delays and inefficiencies due to manual or
unstructured ticket assignment. This leads to longer resolution times, uneven workload
distribution, and reduced customer satisfaction.
Without streamlined processes, tickets risk being mishandled, duplicated, or unresolved,
creating operational bottlenecks and negatively impacting overall support quality.
Objective:
The objective is to implement an automated, efficient ticket
assignment system that ensures fair workload distribution, faster response
times, and improved customer experience. By streamlining allocation, the
project aims to optimize support operations, reduce backlog, enhance agent
productivity, and ensure each issue is promptly assigned to the most suitable
support agent.
Skills:
Key skills include workflow automation, customer support tools
(Zendesk, Freshdesk, ServiceNow),data analysis for workload balancing,
process optimization, project management, and strong communication.
Knowledge of scripting (Python, SQL) or integration (APIs) is valuable. Soft
skills such as problem-solving, teamwork, and adaptability are essential to
ensure successful adoption and continuous improvement.
IDEATION PHASE:
Purpose: Identify and define the core problem.
Description: The team recognized inefficiencies in manual ticket assignment that caused delays,
uneven workload distribution, and poor customer satisfaction. The idea was to automate ticket routing
using ServiceNow, ensuring faster and fairer assignment of support tickets to the right teams.
Key Output: Clear problem statement and project objective focused on operational efficiency and
automation.
Project Planning Phase:
Purpose: Define resources, tools, and roles required.
Description:
During planning, the team identified the skills (ServiceNow, automation, Python, SQL), tools, and
roles for development. They also outlined the sequence of tasks such as creating users, groups, roles,
and flow configurations.
Key Activities:
o Define roles and responsibilities (e.g., team leader and members)
o Plan for ServiceNow setup
o Establish workflow stages (user creation → group setup → automation flow)
Output: A step-by-step plan for system configuration and automation setup.
Project Design Phase :
Purpose: Structure the system and data flow.
Description: The team designed how tickets move within ServiceNow—from creation to automatic
assignment.
o Created tables (like “Operations related”) with defined columns.
o Designed user groups (Platform, Certificate).
o Developed roles with access control (ACLs).
Key Design Elements:
o Flow diagrams (using Flow Designer)
o Field mappings (issue type → assigned group)
o Role-based access structure
Output: Functional and data design ready for implementation.
Requirement Analysis:
Purpose: Identify functional and non-functional needs.
Functional Requirements:
o System must auto-assign tickets based on issue type.
o Each ticket must be linked to a user and a support group.
o Admins should control access and manage groups.
Non-Functional Requirements:
o System should be reliable and respond in real-time.
o User-friendly ServiceNow interface.
o Secure role-based access control.
Output: Comprehensive understanding of system needs before building workflows.
Performance Testing :
Purpose: Validate that automation works efficiently.
Description:
Performance testing ensured that the Flow Designer automation correctly assigns tickets without
delay or errors.
o Test cases included different issue categories like “Unable to login,” “404 Error,” etc.
o Verified that each issue type was routed to the correct group (Platform or Certificates).
Metrics Evaluated:
o Response time for ticket assignment
o Accuracy of group mapping
o System stability during concurrent ticket creation
Output: Confirmation that automated routing improves response time
and efficiency
Create Users
1. Open service now.
2. Click on All >> search for users
3. Select Users under system security
4. Click on new
5. Fill the following details to create a new user
6. Click on submit
Create one more user:
7. Create another user with the following details
8. Click on submit
Create Groups
1. Open service now.
2. Click on All >> search for groups
3. Select groups under system security
4. Click on new
5. Fill the following details to create a new group
6. Click on submit
Create one more group:
1. Create another group with the following details
2. Click on submit
Create roles
1. Open service now.
2. Click on All >> search for roles
3. Select roles under system security
4. Click on new
5. Fill the following details to create a new role
6. Click on submit
Create one more role:
Create another role with the following details
Click on submit
Create Table
1. Open service now.
2. Click on All >> search for tables
3. Select tables under system definition
4. Click on new
5. Fill the following details to create a new table
Label : Operations related
Check the boxes Create module & Create mobile module
6. Under new menu name : Operations related
7. Under table columns give the columns
8. Click on submit
Create choices for the issue filed by using form design
Choices are
o unable to login to platform
o 404 error
o regarding certificates
o regarding user expired
Assign roles & users to certificate group
1. Open service now.
2. Click on All >> search for tables
3. Select tables under system definition
4. Select the certificates group
5. Under group members
6. Click on edit
7. Select Katherine Pierce and save
8. Click on roles
9. Select Certification_role and save
Assign roles & users to platform group
1. Open service now.
2. Click on All >> search for tables
3. Select tables under system definition
4. Select the platform group
5. Under group members
6. Click on edit
7. Select Manne Niranjan and save
8. Click on roles
9. Select Platform_role and save
Assign role to table
1. Open service now.
2. Click on All >> search for tables
3. Select operations related table
4. Click on the Application Access
5. Click on u_operations_related read operation
6. Click on the profile on top right side
7. Click on elevate role
8. Click on security admin and click on update
9. Under Requires role
10. Double click on insert a new row
11. Give platform role
12. And add certificate role
13. Click on update
14. Click on operations_related write operation
15. Under Requires role
16. Double click on insert a new row
17. Give platform role
18. And add certificate role
Create ACL
1. Open service now.
2. Click on All >> search for ACL
3. Select Access Control(ACL) under system security
4. Click on new
5. Fill the following details to create a new ACL
6. Scroll down under requires role
7. Double click on insert a new row
8. Give admin role
9. Click on submit
10. Similarly create 4 acl for the following fields
Create a Flow to Assign operations ticket to
group
1. Open service now.
2. Click on All >> search for Flow Designer
3. Click on Flow Designer under Process Automation.
4. After opening Flow Designer Click on new and select Flow.
5. Under Flow properties Give Flow Name as “ Regarding Certificate”.
6. Application should be Global.
7. Select Run user as “ System user ” from that choice.
8. Click on Submit.
1. Click on Add a trigger
2. Select the trigger in that Search for “create or update a record” and select that.
3. Give the table name as “ Operations related ”.
4. Give the Condition as
Field : issue
Operator : is
Value : Regrading Certificates
5. After that click on Done.
6. Now under Actions.
7. Click on Add an action.
8. Select action in that search for “ Update Record ”.
9. In Record field drag the fields from the data navigation from left side
10. Table will be auto assigned after that
11. Give the field as “ Assigned to group ”
12. Give value as “ Certificates ”
13. Click on Done.
14. Click on Save to save the Flow.
15. Click on Activate.
Create a Flow to Assign operations ticket to
Platform group
1. Open service now.
2. Click on All >> search for Flow Designer
3. Click on Flow Designer under Process Automation.
4. After opening Flow Designer Click on new and select Flow.
5. Under Flow properties Give Flow Name as “ Regarding Platform ”.
6. Application should be Global.
7. Select Run user as “ System user ” from that choice.
8. Click on Submit.
1. Click on Add a trigger
2. Select the trigger in that Search for “create or update a record” and select that.
3. Give the table name as “ Operations related ”.
4. Give the Condition as
Field : issue
Operator : is
Value : Unable to login to platform
5. Click on New Criteria
Field : issue
Operator : is
Value : 404 Error
6. Click on New Criteria
Field : issue
Operator : is
Value : Regrading User expired
7. After that click on Done.
8. Now under Actions.
9. Click on Add an action.
10. Select action in that search for “ Update Record ”.
11. In Record field drag the fields from the data navigation from left side
12. Table will be auto assigned after that
13. Give the field as “ Assigned to group ”.
14. Give value as “ Platform ”.
15. Click on Done.
16. Click on Save to save the Flow.
17. Click on Activate.
CONCLUSION:
The implementation of the automated ticket routing system at ABC
Corporation has been a significant success. By leveraging the capabilities
of ServiceNow, we have streamlined the process of assigning support
tickets to the appropriate teams, addressing the challenges of manual
routing, and ensuring timely resolution of issues.
