Jump to content
Sign in to follow this  
SameerD

Auto Assignment excluding resolved status

Recommended Posts

Hi,

 

There is auto assignment option in ca servicedesk 17 for assigning the analyst to the ticket on basis of workload.

As we understand that the while assigning ticket the system logic checks the number of active tickets with analyst and assign accordingly.

 

We want to know that whether is it possible that is there any way that while assigning the ticket logic should not consider the resolved tickets and calculate the load accordingly.

 

Thanks

Sameer

Share this post


Link to post
Share on other sites

hi,

ticket distribution is based on QREL called workload, default query is "assignee = ? AND active = 1" which means all active ticket on selected assignee.

you can modify it in NX_ROOT/bopcfg/majic/cnt.spl (or cnt.maj or base.maj), I can't really remember in which one.

so, you need to find workload attr in NX_ROOT/bopcfg/majic folder and modify it, for example to "assignee = ? AND active =1 AND resolve_date is NULL" which means count only unresolved tickets.

regards, Timur

Share this post


Link to post
Share on other sites

I would not necessarily update the files in the '$NX_ROOT/bopcfg' path as these are likely to be overridden whenever you apply a patch. So maintenance thereof is likely to be a headache as you would need to remember to redo the changes every time you apply a patch replaces those files

Share this post


Link to post
Share on other sites

Join the conversation

You can post now and register later. If you have an account, sign in now to post with your account.
Note: Your post will require moderator approval before it will be visible.

Guest
Reply to this topic...

×   Pasted as rich text.   Paste as plain text instead

  Only 75 emoji are allowed.

×   Your link has been automatically embedded.   Display as a link instead

×   Your previous content has been restored.   Clear editor

×   You cannot paste images directly. Upload or insert images from URL.

Sign in to follow this  

×
×
  • Create New...