Ignore Member Of Round Robin Team

[Logan Graham]

Hello All,

I am wondering if it is possible to set up a round robin to ignore certain members of a team? I am wanting to set up a round robin to go between 2 members of a team but ignore the other 2 members? 

Is this possible?

Thanks,

Logan G

[Martyn Houghton]

@Logan Graham

There is an option in Service Manager > Configuration > Service Desk page to disable assignment within a team, so if you have a team of 4 you can disable assignment to 2 of them. However there is an issue with this that this also disables manual assignment as well.

We have raised a request as an enhancement to allow this to be configurable, i.e. enable/disable auto assignment and manual assignment separately. I find the post and add the link to this.

Cheers

Martyn

[Martyn Houghton]

@Logan Graham

This is the post I was referring too.

Cheers

Martyn

 

[James Ainsworth]

On 8/28/2019 at 8:16 AM, Logan Graham said:

round robin to go between 2 members of a team but ignore the other 2 members

Hi Logan,

I'm trying to look into different approach for this.  I was wondering if the 2 users in this team that you want excluded in the round robin, would you want them included in all round robin assignments for this team, or just for requests that use this particular BPM workflow? 

[Martyn Houghton]

@James Ainsworth

Sorry to jump in on your question to  @Logan Graham, but to provide a wider perspective our view would be to excluded at the team level, as this give the greats flexibility and means you are not hard coded exclusions in the BPM.

Cheers

Martyn

[Logan Graham]

@James Ainsworth

I would like them just included in the request so tickets can still be assigned to them as part of that team but they do not automatically receive tickets from the round robin as they are senior engineers and the other 2 are the juniors so would receive the tickets first.

On a second note, I see this as a benefit on task's as well as it will reduce the amount of teams that the task's assign to.

Thanks,

[SJEaton]

On 28/08/2019 at 16:56, Martyn Houghton said:

@Logan Graham

There is an option in Service Manager > Configuration > Service Desk page to disable assignment within a team, so if you have a team of 4 you can disable assignment to 2 of them. However there is an issue with this that this also disables manual assignment as well.

We have raised a request as an enhancement to allow this to be configurable, i.e. enable/disable auto assignment and manual assignment separately. I find the post and add the link to this.

Cheers

Martyn

This has been very useful, thanks.  Just a quick question @James Ainsworth....what happens with any requests logged out of hours / on the weekend when no one in the round robin is logged in???

Thanks

Sam

[Martyn Houghton]

@SJEaton

29 minutes ago, SJEaton said:

what happens with any requests logged out of hours / on the weekend when no one in the round robin is logged in???

The request still gets assigned to the team but with no owner.

We have logic in the BPM to capture - 'Request Assigned?'  - no and it emails the team/manager to advise requests has been assigned with no owner. Or Triage team pick these up first as a start of day activity.

Cheers

Martyn

[SJEaton]

Cheers @Martyn Houghton