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...
AlexTumber Posted July 7, 2016 Share Posted July 7, 2016 Hi Martyn, If no analyst is found/available then yes the request should be assigned to just the team specified in the business process node. If this is not happening, please let us know and we will get it raised with our development team. Cheers, Alex Link to comment Share on other sites More sharing options...
Martyn Houghton Posted July 7, 2016 Author Share Posted July 7, 2016 Alex We are testing this at the moment as there appears to be other issues with the assign to most available analyst, i.e. not giving it to the the most available analyst with the least number of open incidents within the team. This has been logged as IN00142055 with support. I will test the allocation process tonight when all the 1st Tier have finished for the day. Cheers Martyn Link to comment Share on other sites More sharing options...
Martyn Houghton Posted July 8, 2016 Author Share Posted July 8, 2016 Alex Just to confirm we have checked the allocation when all team members are unavailable and it does indeed auto assign just to the team. Can I ask one fruther clarificaiton in relaiton to " to the member of the team who has the least amount of open requests (for that team ", What status values are taken into account as 'open requests' i.e. is resolved excluded as well as closed/cancelled? Cheers Martyn Link to comment Share on other sites More sharing options...
AlexTumber Posted July 8, 2016 Share Posted July 8, 2016 Hi Martyn, I've checked and the status values that are taken into account are New, Open and On Hold. You are correct when you say Resolved requests are excluded as well as Closed/Cancelled requests. Cheers, Alex Link to comment Share on other sites More sharing options...
Martyn Houghton Posted January 9, 2017 Author Share Posted January 9, 2017 @alextumber, @James Ainsworth It would be really useful to have the option in the BPM Auto Assign Task to determine if 'On Hold' assigned incidents are taken into account when assessing the 'most available' analyst. Cheers Martyn Link to comment Share on other sites More sharing options...
Martyn Houghton Posted June 7, 2017 Author Share Posted June 7, 2017 @alextumber, James Ainsworth Has there been any thought on extended the controls on how the Assign to most available analyst, such as whehter on hold incidents are included? Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted June 7, 2017 Share Posted June 7, 2017 Hi Martyn, There is nothing planned at the moment. I have added this as criteria to another planned change in the area to do with allowing for more than one team or the all the teams that support a service are included in the assignments. Regards, James Link to comment Share on other sites More sharing options...
Martyn Houghton Posted March 10, 2018 Author Share Posted March 10, 2018 @James Ainsworth Has there been any further thought on having the option under auto assign 'Most Available Analyst' to exclude 'On Hold' requests from the evaluation? Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted March 12, 2018 Share Posted March 12, 2018 Hi Martyn, As mentioned in my previous post, this was added as criteria to another planned change which at the moment is not yet scheduled. However, I'm also looking into this to see if this can be done in isolation as a smaller change which may allow us to progress it a little sooner. Regards, James Link to comment Share on other sites More sharing options...
Martyn Houghton Posted March 13, 2018 Author Share Posted March 13, 2018 @James Ainsworth Thanks for the update, if this could be done as minor change sooner, that would be a great help. Cheers Martyn Link to comment Share on other sites More sharing options...
Martyn Houghton Posted February 14, 2019 Author Share Posted February 14, 2019 @James Ainsworth Is there any update on the option of including/excluding the number of on-hold incidents from the Assign to most Available Analyst option? Cheers Martyn Link to comment Share on other sites More sharing options...
Martyn Houghton Posted August 29, 2019 Author Share Posted August 29, 2019 @James Ainsworth Is there any update on adding the ability to include/exclude 'On-Hold' requests from the 'Most Available Anlyst' option so it is fairer in terms of current active requests? Cheers Martyn Link to comment Share on other sites More sharing options...
Martyn Houghton Posted June 15, 2020 Author Share Posted June 15, 2020 @James Ainsworth Are you able to confirm the content of CH00150395? Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted June 17, 2020 Share Posted June 17, 2020 Hi Martyn, Yes, this is regarding the requirement that you requested above. When using the Hornbill Automation Most Available Analyst there is an option to exclude any on-hold requests in the calculation when determining the availability of a user. Documentation about this feature can be seen here. This feature was just released and is already available in the LIVE environment as of Service Manager build 1958. Regards, James Link to comment Share on other sites More sharing options...
Michael Sharp Posted June 17, 2020 Share Posted June 17, 2020 On 6/15/2020 at 6:34 PM, Martyn Houghton said: @James Ainsworth Are you able to confirm the content of CH00150395? Cheers Martyn @Martyn Houghton where can I find this board? Link to comment Share on other sites More sharing options...
Martyn Houghton Posted June 18, 2020 Author Share Posted June 18, 2020 @Michael Sharp The Board is accessed through the 'Success Portal', once logged in select 'My Service Manager' then 'Coming Soon'. Cheers Martyn Link to comment Share on other sites More sharing options...
Michael Sharp Posted June 30, 2020 Share Posted June 30, 2020 On 6/18/2020 at 7:02 AM, Martyn Houghton said: @Michael Sharp The Board is accessed through the 'Success Portal', once logged in select 'My Service Manager' then 'Coming Soon'. Cheers Martyn @Martyn Houghton thanks for this - is this something you need to sign up to? Regards, Mike. Link to comment Share on other sites More sharing options...
Martyn Houghton Posted June 30, 2020 Author Share Posted June 30, 2020 @Michael Sharp As you access it through the support process https://www.hornbill.com/support, I am presuming you have to have a the maintenance plan to gain access to it @James Ainsworth are you able to clarify? Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted June 30, 2020 Share Posted June 30, 2020 Yes, this comes as part of having a maintenance plan. 1 Link to comment Share on other sites More sharing options...
Michael Sharp Posted June 30, 2020 Share Posted June 30, 2020 1 minute ago, James Ainsworth said: Yes, this comes as part of having a maintenance plan. ok no problem - thanks @James Ainsworth and @Martyn Houghton Link to comment Share on other sites More sharing options...
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