Limiting the number of requests 'In Progress'
We have just recently added Field and Form rules to our Manage Engine incident templates to allow that when a technician picks up a request, the status of the job is automatically set to 'In Progress'.
However this is leading to staff having multiple 'In Progress' requests in their name, rather than placing a request 'On Hold' before moving onto another request.
I currently have some technicians with 20 requests assigned to them, all showing the status as 'In Progress', I want to limit that if possible to try and create a habit of choosing a request status that accurately reflects the progress of the request.
Is there a way to implement a rule which would only allow a technicians to pick up a 'New' or 'Unassigned' requests, if all current requests assigned to them are showing the status 'On Hold'?
If anyone has any feedback or tips on how this might be achieved, or better suggestions to achieve the same ends, it would be much appreciated.
Thankyou.