3 Replies Latest reply on Aug 2, 2017 9:03 AM by peter.vel

    How to automatically assign incidents/requests to a pool of users?

    andrew.strakis Apprentice

      This suggestion has come from a team and looking for some ideas. They wish to have all incidents assigned to a group, to then automatically assign the incidents on say a round robin approach to the users that are part of this group.


      I've thought about schedule manager and queries looking at unassigned incidents. But I'm really stuck on how to point to a list of users and assign to the next one down the list. Maybe an advanced Boo calculation could do something like this but I'm an amateur when it comes to Boo.


      Anyone have suggestions or have implemented this successfully or something similar?