How the auto-assign by location works in SDM
Release : 17.3
Component : SDM - Tickets (R/I/P/Chg/Iss)
Every time a ticket is created, SDM will search for users who belong to the group (and location) and it will assign based on the number of active tickets that the analyst have at that moment
SDM will assign the ticket to an active analyst who has less value of active tickets. SDM does not consider the number of active cases assigned on the current day, it will consider the total of active cases.