Hi,

 

I am using ServiceDesk Plus 8022 and am having an intermitten issue with the tech auto assign feature.  We usually have the job set to round robin between the five first line technicians and the rest of the team are exluded.  Occasionally auto assin will start assigning to only two of the five (always the same two), leaving them overwhelmed with tickets.  The only way to "fix" it is to try and change settings and save them and then put it back the way I want it.  This is not practical when I or other admins are out the office and unable to get to the system to manage it.

 

Has anyone else experience this or similar issues?  I have noticed as well when we tried load balancing the other day, that it assigned all the calls to one tech (one of the two affected by the RR problem) even after he had gone beyond the number of tickets the next tech had.

 

Thanks in adance,

JP