What is the best approach to configure automatic Incident assignment through Round-Robin?

WajahathFarooq
Tera Contributor

2 weeks ago

Dear All,

 

What is the best approach to configure automatic Incident assignment so that:

  1. The Incident is assigned to the Level 1 (L1) Support Group.
  2. The Assigned To field is populated using Round Robin among the L1 team members (i.e., auto. assigned)
  3. The Team Lead is excluded from the Round Robin assignment.

If an Incident cannot be resolved by the assigned L1 technician, it can then be manually reassigned to the Team Lead for further assistance.

 

Could you please advise on the recommended configuration for this scenario?

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brianlan25
Kilo Patron

2 weeks ago - last edited 2 weeks ago

1. Right click on assignment group and choose configured dictionary. In the default value add the L1 Assignment group.

2. There is no good way to do round robin assignment as you have know way of knowing who is available. Example if someone is on PTO. Unless you are syncing that data from your HR system or you are using on-call scheduling.

3. See number 2. Again if you using on-call scheduling that you could just make it so the team lead is not part of the on-call rotation.

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