What is Round Robin Assignment rule... How can we implement by Business rule?

[Charan Ramagiri]

Please help me round robin assignment rule using business rule for incident

[Tony Chatfield1 · Accepted solution]

Hi, a round robin is simply a process in which every person involved is assigned 1 task sequentially, and once every user has an assigned task, the process starts again with assignment of the next task to the first user.
- just like looping through an array over and over.

In order to achieve this you need to identify all the users involved, normally by assignment group;
And the users who have already had task assigned in the current iteration\loop, this could be via a query of existing task counts (not very efficient) or via a system property containing the last user a task was assigned too - if you assign in alphabetical order then you need only need to know the last user.

But the process normally makes no allowance for task type, workload, leave\sickness, operational hours etc and in my opinion this method of task assignment is in appropriate for any support environment as it results in degraded standards\lower levels of customer satisfaction and so I would not recommend using it.

Can you clarify your business requirements\use case.