Assigning to GROUP automatically, based on requestor SITE.
So here is the situation, I have a group of technicians that cover a very large area, and not all technicians go to all. I have created a series of support groups, and in each group I have a couple of technicians.
What I need to do is assign incoming tickets to GROUPS, not individuals, and then the members in the group grab the tickets as they are told about them.
What I need is to have the sites as they come in set the group to auto assign the ticket to. So that for example, using the following table:
Group 1: Site 1, Site 2, Site 3
Group 2: Site 4, Site 5, Site 6
A ticket comes in from Site 2, so it is assigned to GROUP 1. Another ticket from Site 6, gets auto assigned to Group 2 etc.
Those that have no site to group don't get assigned.
I have thought about using the E-Mail Command section, and using the content operations section, and setting a custom intranet page to act as a configuration tool for the email. So, the user logs onto a page, using AD creds, and it then applies AD site to a @@SITE=_SITE_VALUE%, AND from a list grabs the site, and assigns a @@GROUP=%GROUP NAME FROM LIST% value from the page itself.
My issue is that if I leave the organisation, who is going to maintain the intranet site (while little will be needed) to keep this working. So it is not a preference.
Has anyone set up anything like this, and how was it done so I might replicate it? OR, is there a way to do it in the system more accurately since I cannot use a round robin (techs don't go to all sites) or load balancing (same reason). Our assignation is done based on site, not skill as all engineers are equal, but they are restricted on where they go. Some go to one or two sites, some go to up to 12.
I appreciate any and all assistance on this, and look forward to your replies.
What I need to do is assign incoming tickets to GROUPS, not individuals, and then the members in the group grab the tickets as they are told about them.
What I need is to have the sites as they come in set the group to auto assign the ticket to. So that for example, using the following table:
Group 1: Site 1, Site 2, Site 3
Group 2: Site 4, Site 5, Site 6
A ticket comes in from Site 2, so it is assigned to GROUP 1. Another ticket from Site 6, gets auto assigned to Group 2 etc.
Those that have no site to group don't get assigned.
I have thought about using the E-Mail Command section, and using the content operations section, and setting a custom intranet page to act as a configuration tool for the email. So, the user logs onto a page, using AD creds, and it then applies AD site to a @@SITE=_SITE_VALUE%, AND from a list grabs the site, and assigns a @@GROUP=%GROUP NAME FROM LIST% value from the page itself.
My issue is that if I leave the organisation, who is going to maintain the intranet site (while little will be needed) to keep this working. So it is not a preference.
Has anyone set up anything like this, and how was it done so I might replicate it? OR, is there a way to do it in the system more accurately since I cannot use a round robin (techs don't go to all sites) or load balancing (same reason). Our assignation is done based on site, not skill as all engineers are equal, but they are restricted on where they go. Some go to one or two sites, some go to up to 12.
I appreciate any and all assistance on this, and look forward to your replies.