Assigning New Requests

[sprasad]

We have a BPM set up so that when a customer raises a new Request via Self Service, this New Request is assigning to the "Most Available" 1st tier analyst.  The status is determined by what their Profile is showing.  At the end of the working day, 1st tier analyst need to remember to change their status to 'Out of Office' then log out, so that they don't get any further validation checks for New Requests.

We have had numerous incidents where the 1st tier analyst have forgotten to change their Status meaning they have been assigned new Requests, after they have left the office.

As such, I am wondering if it is possible for the system to also check if the analyst is effectively {Logged In to Hornbill} before it assigns a new request instead of relying on their Profile Status?

[James Ainsworth]

Hi @sprasad

Thanks for your post.  We will have a look to see what options there are.  We do have the ''on-line'' status which refers to the user's session and if the user is active in Hornbill or not.  The challenge here might be that users who are working might close down their browser or logout to do a particular task which could close down their active session, when they are actually still available for working on requests.

In the mean time, an admin has the ability to update each user's availability status in the Administration portal under System->Organisational Data->Users, so if someone leaves on holiday and forgets to set this, it is still possible to do on their behalf.

Regards,

James

[sprasad]

Many thanks @James Ainsworth

Yes, we (team leaders) already utilize the Admin Option via the Admin Side.  However, most of the time it is reactive and a situation/complaint has already been started due to the analyst not changing their Profile status via the manual action.

[James Ainsworth]

Hi @sprasad

We have added an option to the Round Robin BPM Operation that lets you set if you wish to exclude users that are not logged into Hornbill.  

Let us know if this helps.

Regards,

James

[Guest Paul Alexander]

Hi @James Ainsworth

This may be a stupid question...but.....what happens if I select 'No' on the 'Include Offline Users' node, and someone logs a ticket while everyone is 'not at work' (i.e a weekend)?

Does the call just sit in an 'unassigned' state?

thanks!

[James Ainsworth]

Hi @Paul Alexander

I'll chase that up to find out exactly what happens.  I would like to think that if no one is on-line that it would fall back to the standard logic for the Round Robyn and assign based on status.

Regards,

James

[James Ainsworth]

Hi @Paul Alexander

I've gone through the code and it suggests that if there are no members available for a team then the request is just assigned to the team without an owner.  I hope this helps.

James

[Guest Paul Alexander]

Hi @James Ainsworth

Thanks for that....I assumed it would do something like that but you know what they say about people who 'assume'! 

cheers