"ignore" user on round robin basis?

[Josh Bridgens]

We have a team that needs to include 5 users, and a BPM that is assigning out on a round robin basis.

 

Without setting people as away is there anyway to ignore one or two specific users completely?

 

Many Thanks,

 

Josh

[Martyn Houghton]

@Josh Bridgens

You can exclude members or a team from assignment by using the Configuration > Service Desk option in the Admin tool under Service Manager. If then select the team and them choose to exclude/include team members in assignment.

Note at the moment this enabled/disabled bit automatic and manual assignment to the team members.

We have raised in the post below about the ability to be able to exclude/include separately for automatic and manual assignment, but this has not been implemented at this time.

Cheers

Martyn

https://community.hornbill.com/topic/8434-auto-assign-team-membership-type-exclude-managerteam-leader/

 

[Josh Bridgens]

@Martyn Houghton Excellent, just what I was looking for.

 

And I agree the manual/automatic does need to be a different toggle.

 

many Thanks.

[James Ainsworth]

Hi Josh,

There is another more recent conversation here... 

There are two approaches being discussed.  One is to control this by team which would apply to all requests, and the other is to have this as part of the assignment BPM node for round robin so that it is specific to the request running the BPM.  What would your preference be Josh?

[Josh Bridgens]

hmmm...

 

@James Ainsworth There are a few instances I can think that both would be useful. 

I would say the Assignment BPM node would cover more bases. Same team different allocations based on the calls. Sounds good to me.

Many Thanks for the responses!

 

Josh