Is it possible to assign ticket in round robin fashion and override the least count factor in Service Desk auto assignment?
Release : 17.1, 17.2, 17.3
Component : SERVICE DESK MANAGER
There is no configurable way to change the auto assignment to round robin. There is one unsupported way:
1. copy auto_site.pm from $NX_ROOT\bopcfg\majic to $NX_ROOT\site\mods\majic
2. write the pm(perl module) script to change the auto assignment logic
3. recycle SDM
The real hard part is step2. Not only you would need to be familiar with perl scripting, you also need to know how to call the spel functions as there are lot of logic needed to be implemented...for example, how to know which analyst in the group was the last one got assigned a ticket, what if the analyst is not available though still is a member of group etc. As such, if you want to play with it, please do this in dev first.