I am doing work on Ticket Auto assignment process in which we would like to create ticket as well assign simultaneously to team and there agent because we think their is no need of new status direct assign is better..
For this:
First on this basis of services we select team..for one team there may be number of services...but at first we for one service one team is assign
First from Oql we find team as we select service
second on this basis of team we select one of their member and assign a ticket.
But question is how we select team agent or member for this we have to check last ticket or incident created.
for this we check number of member assigned to particular team on the basis of member we check last assign member to ticket or incidents and use round robin concept for assign member directly
then assign...
we developed a logic's but not get a success on implement please can any one help me to solve or enhance this feature...
Regards
Pankaj Khurana
Last edit: Pankaj khurana 2013-05-16
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Hello,
I am doing work on Ticket Auto assignment process in which we would like to create ticket as well assign simultaneously to team and there agent because we think their is no need of new status direct assign is better..
For this:
First on this basis of services we select team..for one team there may be number of services...but at first we for one service one team is assign
First from Oql we find team as we select service
second on this basis of team we select one of their member and assign a ticket.
But question is how we select team agent or member for this we have to check last ticket or incident created.
for this we check number of member assigned to particular team on the basis of member we check last assign member to ticket or incidents and use round robin concept for assign member directly
then assign...
we developed a logic's but not get a success on implement please can any one help me to solve or enhance this feature...
Regards
Pankaj Khurana
Last edit: Pankaj khurana 2013-05-16
Hello itop team,
Please can anyone suggest me to fix this issue...