Automatic assignment.
Hi guys.
Need Your help.
Started to use SDP and are unable to configure automatic assignment of the expert.
Example 1.
One region "rA1"- one site "s1".
Four equipment ("t1", "t2", "t3", "t4"), - associate site - not in any site .
Two groups of technical support "g1", "g2".
"t1", "t2" Technicians are associated with "g1", "t4", "t3" technicians with a "g2".
Enabled automatic assignment of the "Round Robin" on all new requests.
The E-Mail Command is enabled.
Business rules are configured according to. If the subject contains the word "test 1", then assign a "g1"
Business rules are configured according to. If the subject contains the word "test 2", then assign "g2"
But given the wrong specialist.
Example 2
One region "rA1".
Three site "s1", "s2","s3".
Four technique ("t1", "t2", "t3", "t4") are associated with the sites.
"t1", "t2" - "s1",
"t3" - "s2",
"t4" - "s3"
At each site two groups of technical support.
"t1" is associated with "s1", "g1"
"t2" is associated with "s1", "g2"
"t3" is associated with "s2", "g1"
"t4" is associated with "s3", "g1"
Enabled automatic assignment of the "Round Robin" on all new requests.
The E-Mail Command is enabled.
Business rules are configured according to. If the subject contains the word "test 1", then assign a "s1", "g1"
Business rules are configured according to. If the subject contains the word "test 2", then assign a "s1", "g2"
Business rules are configured according to. If the subject contains the word "test 3", then assign a "s2", "g1"
Business rules are configured according to. If the subject contains the word "test 2", then assign a "s3", "g1"
In this case the applications are not assigned to anyone. And in the tab Applications, when manually assigning equipment, and equipment of the group are not visible.
Need Your help.
Started to use SDP and are unable to configure automatic assignment of the expert.
Example 1.
One region "rA1"- one site "s1".
Four equipment ("t1", "t2", "t3", "t4"), - associate site - not in any site .
Two groups of technical support "g1", "g2".
"t1", "t2" Technicians are associated with "g1", "t4", "t3" technicians with a "g2".
Enabled automatic assignment of the "Round Robin" on all new requests.
The E-Mail Command is enabled.
Business rules are configured according to. If the subject contains the word "test 1", then assign a "g1"
Business rules are configured according to. If the subject contains the word "test 2", then assign "g2"
But given the wrong specialist.
Example 2
One region "rA1".
Three site "s1", "s2","s3".
Four technique ("t1", "t2", "t3", "t4") are associated with the sites.
"t1", "t2" - "s1",
"t3" - "s2",
"t4" - "s3"
At each site two groups of technical support.
"t1" is associated with "s1", "g1"
"t2" is associated with "s1", "g2"
"t3" is associated with "s2", "g1"
"t4" is associated with "s3", "g1"
Enabled automatic assignment of the "Round Robin" on all new requests.
The E-Mail Command is enabled.
Business rules are configured according to. If the subject contains the word "test 1", then assign a "s1", "g1"
Business rules are configured according to. If the subject contains the word "test 2", then assign a "s1", "g2"
Business rules are configured according to. If the subject contains the word "test 3", then assign a "s2", "g1"
Business rules are configured according to. If the subject contains the word "test 2", then assign a "s3", "g1"
In this case the applications are not assigned to anyone. And in the tab Applications, when manually assigning equipment, and equipment of the group are not visible.