Need to configure queue rule based on RITM Requested for country assigned to respective agent

[raj99918]

Hi 

Need to configure queue rule based on RITM Requested for country assigned to respective assigned to of same country this should be for sc tasks and incidents

If user submitting the request or incident with the assignment group as 'ABC' then this ticket should assigned to ABC group member of same country as requester and also needs to calculated the queue weightage as well

Example : If Arjun raised ticket from India then ABC group members having 3 agents from India

Agent1 having 10 tickets, Agent2 having 11 tickets and Agent3 having 12 tickets then it should assign the ticket Agent1 because it needs to calculate the least workload member How can we implemeent this logic both for sc tasks and Incident

[Brian Lancaster]

I wouldn't every just assign a "ticket" directly to a team member. What if they are out of the office that day. Then you would be assigning an "ticket" to someone who won't even work on it. Sounds more like you need an ABC group for every country and then just base the assignment group based on the submitters country rather then assigning it directly to the agent for that country.

[raj99918]

Hi @Brian Lancaster Requirement is to just assign the ticket to Requester country agent with queue weightage logic that's it 

Thanks

[Ankur Bawiskar]

@raj99918 

you can refer and use Advanced work assignment here

Exploring Advanced Work Assignment 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[raj99918]

Hi @Ankur Bawiskar Thanks for the reply I read this concept but am not able to undertsand how can we implement this to my requiremenmt can you please help me in this one sir