Auto Assignment excluding resolved status

[Sameer Dhake]

Hi,

There is auto assignment option in ca servicedesk  for assigning the analyst to the ticket on basis of workload.

As we understand that the while assigning ticket the system logic checks the number of active tickets with analyst and assign accordingly.

We want to know that whether is it possible that is there any way that while assigning the ticket logic should not consider the resolved tickets and calculate the load accordingly.

thanks
Sameer

[Brian Mathato]

Hi Sameer,

I think this would require a spel-code (unsupported customization). I'm almost certain someone within the community would be willing to guide you further or even share the code with you

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Kind Regards,
Brian
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