Stuck at one point in auto_assignment process

  • Pankaj khurana

    Pankaj khurana - 2013-07-01

    Hello itop team,

    I have almost developed a code for ticket/incident auto_assignment for particular agent of team,
    its works fine but at one point i am stuck

    steps i followed for auto_assignment process..

    1) First created auto-assignment radio button in service.Main purpose is auto_assignment based on service bases.

    2) then second we get service_id when we click on service and get the service_id and stored this value in table (create auto_assign_rrb)

    3)then on the basis of service_id we apply the round robin and created table and added fields id ,service_id,team_id,agent_id,ticket_id, auto_assignment using this we get auto_assignment value.

    4) Change dependency now team_id and agent_id depends on service now.

    But problem is itop.incident page is load first when we click on new incident, so when we select service the status does not changes,so we try to solve this problem..ticket is automatically assigned to particular team and agent

    but when 2 services follows auto assign and one in follows no auto_assignment then auto_assignment not works...

    Please help me to find out solutions...

    Thanks in advanced


  • Pankaj khurana

    Pankaj khurana - 2013-07-05

    Thanks to all,

    Most of part of auto assignment task have been done for admin user.



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