I really like the auto assign feature, however in the environment that I work in, the service desk analysts work on a shift rota. Some finish early and some start late.

 

Does anyone know of a way of specifying the availabilty of analysts to cater for a variance in their start / finish times.

 

If the system assigns a call to an engineer that has gone home for the day or who isnt in till mid morning, then sla's can be affected.