Back-up Technician Scheduler
When we try to utilize our back-up technician scheduler, it only reassigns the requests based on the due date of the request. We need it to give us the option to reassign based on creation date. If we have technicians out and incidents are created, we don't want the requestor waiting and not being responded to ASAP just because their due date may be later based the SLA.
Also, if it were hourly and not just by the day. Some of our technicians work half days and would need to be taken out of the auto assign during their off time.
Thank you!
Denine O'Neal
Senior Service Desk Analyst