Technician Auto Assign
Apart from assigning technicians to requests using Business Rule, selection
of category or from the UI, technicians can be automatically assigned
to requests on configuring the Technician Auto Assign option. The Technician
Auto assign follows the Round Robin or Load Balancing methods, and based
on the availability of the technicians, the requests are assigned. So
if a technician is unavailable on a specific day, and the due by time
of certain requests falls on that day, the technician on leave will not
be assigned to those requests.
For site specific requests, the technicians associated to the sites
are auto assigned to the requests. Similar for requests associated to
groups, the technicians associated to the groups are assigned to the requests.
To access Technician Auto Assign Configuration,
Click the Admin
tab in the header pane to open the configurations wizard page.
Auto Assign icon under Users
block. The Technician Auto Assign page opens.
Enabling Technician Auto Assign
Technician Auto Assign check box.
Requests are assigned
to the technicians either through Round
Robin or Load Balancing
Load Balancing: The number of requests that are In progress
and assigned to a technician is taken as the load of the technician. So
on selecting this model, technicians with the least load are assigned
Round Robin: In
this model, technicians are assigned to the request irrespective of the
The tech auto assign
is executed for newly created requests, edited requests or, to both created
and edited requests. Select your option
by enabling the radio button.
On creating a new request,
the technician auto assign can be applied to either the Unassigned
Requests or to the assigned/unassigned Requests.
Requests: On selecting this option, the technician auto assign
is applied to requests that are unassigned even after passing through
all the Business Rules and Category selections.
All Requests: When
this option is selected, the technicians assigned to the requests through
business rules or category selection will be overridden.
While editing a request, technician auto assign is applied to requests
that remain unassigned even after the application of Business Rules and
Category selection. The auto assign is not applied to requests that are
assigned to technicians.
Excluding Technicians from auto assign
You can exclude certain
technicians from being auto assigned say, the administrator, site admin,
Click Exclude the following Technician
Technicians to exclude link. The list of technicians available
in the application appears.
Select the technicians
to be excluded by clicking on their Name link. These technicians get listed
under Selected Technicians. Click
You can delete individual technicians from the Selected Technicians
list using the delete icon. Click Delete
All link to delete all the technicians from the Selected Technician
Excluding Requests from auto assign
You can also exclude certain requests from being auto assigned to technicians.
Say for example, requests with the priority as "High" should
not be auto assigned to technicians.
Exceptions check box.
Choose the Column
from the drop down and its corresponding Value
using the icon .
Choose to match all the exceptions (AND) or any
of the exceptions (OR) from the drop down.