Auto Assign Tickets

Intelligent Service Management (ISM) Administrators can select the Auto-assign ticket option to enable round-robin assignment of tickets that are assigned to a group but not a specific owner. This eliminates unassigned tickets sitting in a group’s queue and reduces the need for a manager to do manual assignment.

Once configured and turned on the system looks at all unassigned tickets in a group’s queue and assigns them all in a round-robin manner. The order is stored and will be picked up where it left off on the next run.

For example, if there are 3 users in a group and 4 unassigned tickets. The Assignment job will run and assign ticket 1 to user A, ticket 2 to user B, ticket 3 to user C and ticket 4 to user A. During the next run the first ticket will be assigned to user B.

To configure ticket auto-assignment:

1. On the Manage menu, click Administration and then click Tools.
2. On the Tools page, select Slice Configuration to open it in a separate page.
3. On the Job Triggers tab, click Create New to open the Configure Job Trigger in a separate window.
   
   
   
4. From the Job drop-down list, select Auto Assign Ticket.
   
5. Provide a Description for your Trigger, for example, "Round Robin Assignment Trigger"

6. For Cron Expression set the interval that this trigger will run. Essentially how often do you want tickets assigned to a group to be evaluated for Round Robin assignment? An interval of 15 minutes to an hour is recommended.

   Note

   Priority and Time Zone drop down lists are used for Job Triggers.

7. Click Apply Changes to reflect the changes.