Workflow - Assign Technician Action

The Workflow Action to assign one or more technicians to a ticket contains multiple configurable options:

  • Customer Assigned Users – assigns any technician to the ticket that is designated as an assigned user for that specific customer.
  • Location Assigned Users – assigns technicians designated as assigned users for a customer's specific location.
  • User Skills – assigns the ticket to a technician who possesses the highest rated skills based on the Ticket Issue and Sub Issue type selected when submitting the ticket.

    • Each skill match accumulates 0.5 points for technicians matching the skills needed for the particular issue, and the highest scoring technician is assigned to the ticket.

  • Specific Users – select one or more users to assign to the ticket.
  • Specific Team – select a Team, which will assign the ticket to all technicians that are part of that team.
  • Workload – assigns the ticket to a specific technician using all of the above assignment methods. In this option, each time a technician is assigned a ticket, they accumulate 1 point. If two technicians are assigned to a customer, they each receive 1 point.
    • However, if one of those technicians is also assigned to the customer's specific Location, they will accumulate 2 points. If another user is assigned based on User Skills, they accumulate 1 point.
    • In this example, there are now three technicians eligible to be assigned to the ticket, but only 1 has accumulated more points than the others. Workload will assign the ticket to the single technician with the highest score.
    • Workload tie-breaker

  • Workload is used as a tie-breaker when multiple technicians match the selected criteria equally, based on who has the shortest ticket queue.
  • When you select Workload, select at least one other criterion above to assign a technician.

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