ServiceDesk

Hi,

Is anyone able to elaborate on this. Documentation doesnt give a great indication.

We need to be able to use Round Roin, so that the Engineer with the least amount of calls assigned to him, gets the next available Incident assigned to him. This needs to be per group.

So if a call is auotomatically routed to Group A, it will evaluate the Group A engineers and not look at All groups...

Not sure if making sense, but maybe someone could share the way they understand this to work?

Regards

yabru,

  This is not what round robin is used for. What round robin accomplishes, is making sure that a technician works his/her incidents in the order of date and priority.

What you are looking to accomplish would have to be customized in the routing rules workflow. After determining what group to route the incident, you would then do the following

 1. Enumerate the members of that group

 2. Get the number of incidents of each group member

 3. Instead of routing the incident to the group, you would "route" it to this technician.

Hope this helps describe round robin and give you a solution for your problem,

Thanks,

 David Ramazetti

 Senior Technical Solutions Consultant

 XCEND Group