ServiceDesk

Hi,

I want to Automatically assign Incidents to techinicians in a queue and set ownership of ticket to that technician who has less number of ticket assigned.

because currently if an incident is generated then its automatically assign to a queue but no one technician is the owner of ticket. I need to assign tickets to some one technician basis of load a technician have. 

I hope I will get some solution from forum

regards

Vicky 

This is an interesting thought. Assuming SD 7.5, you could have a rule on incoming incidents where you check first to see what queue the incident has been assigned to and if that passes then it goes to another rule which is a workflow. You'd then have to create a workflow that looks up the queue, finds its members and then looks at and counts the number of tasks assigned to each. It can then make a mathematical decision on who to assign the incident to. 

In 7.1 I think you'd have to do it inside of a routing rule but the same concept would apply. Locate the queue, find the queue members, see if you can count how many assigned tasks per person and do some math to determine where to assign the incident and then do so.

This is all just thought but now I'm curious. In theory it can be done. The trick might be determining the number of tasks assigned per person and then the math. You might just want to determine who has the least and assign it that way. If they are all even then you'd have to determine where to go from there. Interesting for sure. I would also guess there are other ways too.

I wouldn't go this route as this is something we've tried and it failed miserably in our old ticketing system. What happens is the technicians hold onto their tickets longer than expected as they know the if they have the least amount of tickets they'll keep getting assigned the new ones. Imagine if you're a Support technician closing as many tickets as possible, more than your peers and the reward you get for your hard work is the next ticket in the queue while the other workers keep sitting on theirs. 

Also if you get a new hire and they start doing tickets they'll be assigned all the new tickets until it catches up to the other workers in the queue which may be something you don't want as you'll probably have to reassign those tickets anyways. If you're ok with the issues then the suggestions that jpellet2 has given is a good place to start byt you also have to keep in consideration that users can belong to multiple groups/queues and that you probably don't want to assign tickets to the Service Desk manager as well.

All good points. I guess I did make a few assumptions being that all users would be in a single queue and that you aren't brining anyone new into the system. You'd also have to be aware of people potentially parking incidents so that they don't get assigned anything new. A little malicious but I suppose that it could happen.

Trust me, as someone who's already done this it is best not to go down this route. What we ended up doing was creating a workflow that had the workers check in/out of the queue based on availability and then using the random number generator randomly assign the ticket. This way the workers couldn't complain about it as much as the least amount of tickets method.

Thank you Aryanos and Jpellet2,

I am agree with the Aryanos. There should be out of Box workflow/solution but I think its not, if you guys know one help me in this regard because I am new and need a head start.

regards

Vicky