I am using round-robin for the IM assignment and would like to know how to exclude some assignees/operators from round-robin ticket assignments. It can be based on a field on the Operator record that mentions the operator is on holiday.

sanyada185 7 months ago

Hi,

So that tickets are not assigned to the operator who is on vacation using the round-robin technique.

I have already tried to excule from teh ruleset however it does not work,

I think. it need to changed via sl:AssignmentExecutor can any one suggest how this can be achieved.

Below are environmental details
Application & Web Version:
9.80.0016
RTE Version:
9.80.0016

Regards,

Sanjay

Regards,

Sanjay Yadav

0 Simon Wang 7 months ago

Hi Sanjay

Recommend open ticket to support team.

It is not an easy tailoring about this function.

Thanks
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0 sanyada185 7 months ago in reply to Simon Wang

Thanks Simon, Had done that already and support response was not in scope.

Hope some one can suggest as this can be a basic feature of round robin to omit operators on vacation.

Regards,

Sanjay Yadav
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0 Simon Wang 7 months ago in reply to sanyada185

Hi Sanjay

It is not an easy task to achieve the goal but I have some idea about that:

in file: AssignmentExecutor

function getAssigneeForRoundRobin(groupName,queryFile,assigneeField,assignTimeField,recentDays){

!!! before retuening the list, you can add one function to remove the operator who are not available now.

return assignees;

Hope it helps.
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I am using round-robin for the IM assignment and would like to know how to exclude some assignees/operators from round-robin ticket assignments. It can be based on a field on the Operator record that mentions the operator is on holiday.

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