Martyn Houghton Posted July 5, 2016 Share Posted July 5, 2016 In the post below, the following login was documented for the 'Assign to Most Available Analyst' "Assign to Most Available Analyst works on the basis of capacity. It also requires a team to be provided as an input parameter. The system will look through the members of this team and will assign the request to the member of the team who has the least amount of open requests (for that team). If there is more than one team member on the same least amount of open requests, the system will allocate the request to the team member that was last assigned a request the longest amount of time ago. For both the Assign Round Robin and Assign to Most Available Analyst bpm options, the system will take into account the user status which is found on their profile. If the user status is set to anything other than 'Available' that user/analyst/team member will not be considered as a request owner for either operation" Can I ask what logic is applied when none of the analyst are set to 'Available', i.e. when they have all left for the day, but customers are still submitting request via the portal and the workflow being initiated. Should this not then result in the request being assigned to the Team and not an individual? Cheers Martyn Link to comment Share on other sites More sharing options...
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