We are trying to create a rule to assign tickets to the most available tech in a specific team at a specific location and I cannot quite figure out the logic on it.
We have 3 locations with 2 techs each.
team 1 @ site 1
team 2 @ site 2
team 3 @ site 3
we want to assign tickets for site 1 to team 1 then to the most available tech for that site . The same for the other 2 sites. I am trying to keep this all in one rule but I am un sure of exactly how to lay out the filtering.
Any help would be appreciated. .
Best answer by SMillsTVSDView original
I am pretty sure you would not be able to set this all in one rule. You would need 3 rules for the 3 locations and 3 teams setup. It would look something like the attached image, except the most available team member would be set to 1 of the 3 teams.
Hope that helps.
Okay. This helped put me on the right path. I had to do a rule that assigns to teams by location and categories. I then had to go under the “when assigned” trigger and create the 3 rules that then assigns them to the most available tech. Everything appears to be firing on all cylinders.