Lots of organizations still manually assign services, teams, agents, … to tickets in their service desk. Imagine a system where at least part of this work is automated based on fair criteria, relieving some of the work load of your agents.
Good news: this base extension can do this automatic routing for you!
What’s meant by “base”? It means that to suit everyone needs, a custom workflow is needed. This was very clear from the overwhelming feedback on this extension. This workflow can be developed specifically for your organization; on top of this framework.
Use cases:
- Assign teams and agents
- Based on criteria:
- Suitability: area of expertise, degree of experience, shared language to facilitate communication, …
- Availability: work load (number of tickets), time zone, holidays, …
- Modes:
- First found (hierarchical)
- Cyclical (1st ticket linked to 1st candidate matching the criteria, 2nd ticket to 2nd candidate, …)
- Random
- Based on criteria:
- Assign other values (text, numbers, link to another iTop object) based on other criteria
- Apply a stimulus (e.g.: set state to assigned)
There are no screenshots for this extension, since it doesn’t add anything in iTop’s console or portal. You can only see some details in the iTop object’s history tab.
