Automatic routing of incidents and tasks requests

[fabios]

Goal: Have SN assigned incidents and tasks requests, - automatically - FROM an established "Assignment Group" ("Technical Support")
TO each group-member in a rotation scheme.

Currently someone manually manages the group queue, assigning incidents\tasks to each tech, using a log to ensure workload balance and fairness.

How can I accomplish this ?

Thanks you !

Fabio

[karlo_parulan]

Hi Fabios,

This could be achieved a few ways. Two ways I can think of are described below.

1.Track the number of records (Incidents and Tasks) assigned to each user in a group. Then create rules to check which group member is assigned the least number of Incidents/Tasks and assign to this user.

2.Set a limit of records a user can work on. This could be based on the users maturity and/or skill level. For example, a seasoned user might be able to manage 10 records at a time compared to a junior user who might only be able to manage 5 records. You could then create rules to check if the user has already reached their limit. If their limit has not been reached, then assign to them or if their limit has already been reached, then find another group member to assign record to.

Personally, I think this could work for standard tasks and activities, however since the complexity of incidents can vary, some sort of manual triage may be required before assigning the incident to the correct person with the appropriate skill levels.

Hope this helps,
Karlo

[fabios]

Karlo, I appreciate your response.
Because I don't have any SN training\deep experience with rules and scripts, right now I've looking at the "On Call Rotation (Rota)" as an alternative.

However, the "On Call" approach brings other scenarios, requiring still some monitoring and manual involvement, which would be fine, for example:
I am entering all 6 techs on my team to be in the rota schedule with a 30' intervals, M - F.
That means for 30 minutes, any incoming incident or task will be assign to a tech "on call", the manual part comes when for whatever reason a tech or techs are out of the office (due to illness or vacation).
I know I can remove a member from the roster but again, a manual action will be required.
Again, thank you for your response.
Fabios