The auto assignment feature allows tickets to be automatically assigned to a particular technician based on the campus or request type selected when submitting that request. This feature is configured in the main Manage tab by clicking on Auto Assign.
This section will display a list of all request types and campuses. Clicking on any request type, sub type, or campus will display a list of all technicians on the right. Checking the box for a technician will tell the system to automatically assign all requests from that type or campus to that person. For instance, if you have a particular campus assigned to a certain technician, you would select them under auto assign for that campus. If they were assigned to multiple campuses, simply select them for more than one campus.
However, you can combine request types and campuses when using auto assign. The system will actually weight them differently. For instance, if you have a technician assigned to each campus, but you had a request type for network problems assigned to a district network technician, you would assign that particular request type to the network technician. All other requests would go to the individual campus technicians. The system weighs request types heavier than campuses. So anyone assigned to a request type will always receive the ticket over a campus based technician.
The system will also load balance. If you have multiple technicians assigned to a single campus or request type, the system will assign the ticket to the technician that currently has the least number of tickets assigned to them. If both technicians have the same number of tickets assigned, then it will randomly select who gets the ticket. It will then load balance from then on.
Ideally, through the use of proper auto assignment settings, no tickets would have to ever be unassigned.