Jon,
Thanks for the quick response, but from the documentation I didn’t really see any way to customize to match a round robin sense.
The current ticket auto assignment in CA servicedesk , penalizes analysts who work more tickets.
i.e. Currently auto assignment is configured where if group of 2 users receive 10 tickets they would each be assign 5 tickets a piece. If user 1 transfers those 5 tickets to another group and another 10 tickets are assigned to that group after the transfer User 1 would get all of the new 10 tickets.
I was looking for a way to customize the auto assignment in the above example to distribute tickets evenly among the two users in the group where they both receive 10 tickets?
William Drain | Sr Service Desk Tools Administrator, ETP Service Desks
william.drain@sgws.com | Office: 972-383-6717
Southern Glazer’s Wine & Spirits | Enterprise Technology Partners | Dallas, TX 75380
National Service Desk: 844.7.ETP HLP (844.738.7457) | NationalServiceDesk@sgws.com<mailto:NationalServiceDesk@sgws.com>