Idea Details

Expanded options for auto assignment of tickets and timeouts

Last activity 03-22-2018 08:01 AM
Anon Anon's profile image
05-08-2012 02:35 PM

We perform auto assignment for tickets that go to our Service Desk team (likely very common in other companies).  Based on our preliminary usage, it appears that tickets are assigned based on the # of tickets that exist in each reps queue.  For instance, if Sue has 7 tickets (regardless of status) and Todd has 4 tickets (again regardless of status), then Todd would receive the next 3 tickets that were opened before Sue received any other tickets.  The challenge that I have with this approach is that it assumes that all of the tickets in Sue's queue are active (i.e. in a non wait state and have not been worked).  This may or may not be the case, but they could all be in 'awaiting end user response' status, which means that Sue is sitting with no work to do while Todd gets slammed with tickets.


In our prior tool, auto assignment was called round robin and it didn't matter how many tickets one rep had in relation to another... each ticket came in and was round robined to the reps (so Todd would get one, then Sue would get the next, then Dan would get the next, etc.).  This worked very well for us and ensured that no one person was cherry picking tickets nor waiting on work while someone else was slammed.


It would be nice if the auto assign feature within SDM provided options on how the auto assignment worked (i.e. true round robin, the way it does today, etc.).


Also, worth mentioning, the prior tool also had a timeout that if the ticket was say assigned to Todd and due to his workload he was unable to work the ticket within 30 minutes, it would get auto reassigned to the group, so that another rep could pick up the ticket to work.


Thanks for the consideration.


03-22-2018 08:01 AM

This is a tricky situation when it comes to real tie scenario,


On a given day a user might be having no work and waiting on clients update but hold more cases than other engineers. If this is taken as a bench mark for assigning tickets then the tables might turn the next day with all the cases being marked for update from the engineer and the workload is not judged correct in this case. The calculation code can be slightly adjusted with some additional weightage to such scenario's and this should be configurable fro any given Administrator for better suiting their environment.

My 2 cents. 

03-22-2018 06:47 AM

This idea is being Wish-Listed for potential inclusion in a future release.


Before this idea moves to the next stage (Currently Planned or Not Planned), I would like to invite community members to please provide additional input and/or vote. Please note that Wish-listed ideas are selected for inclusion in a release based on multiple factors including - number of votes from community members, alignment of idea with a release's themes and goals, complexities and risks involved in implementing the idea, so a timeframe for availability of the idea as a product feature/functionality cannot be provided. Additionally, the implementation of your idea may not be exactly as requested and/or may be delivered in a new user experience.

01-07-2016 02:54 PM

when uses are not in office due to holidays or vacation/sick days, i think the users should be marked "not available" so

the autoassignment will skip them. currently SDM has this

feature...all you would need to do is go to the group member

list and mark those users' "Available" No.

01-07-2016 05:08 AM

In addition, the formula that calculates Percent Utilization should also take into account the number of cases in  'Open' versus 'Verify' status.

01-06-2016 01:48 PM

This became a issue during the holidays when users were taking time off, and when they returned, they got swamped with issues.  We are not serving our customers when tickets are parked in a single engineers queue when there others have no work assigned.

01-06-2016 12:12 PM

We should have an option to utilize Round Robin assignment rather than a formula which calculates off Percent Utilization.  We are having users getting 2 or more cases at a time which is NOT acceptable.

07-19-2012 11:44 AM

we have found that most of our users know this and scam the system not to work.  i have an enhancement for this (maybe here too) and told CA about this years ago. we would love a true round robin system