Round Robin Auto Assignment

Products

• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

 

Is it possible to assign ticket in round robin fashion and override the least count factor in Service Desk auto assignment?

 

 

Environment

Release : 17.1, 17.2, 17.3

Component : SERVICE DESK MANAGER

Resolution

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.