[Tips & Tricks] Automation's in Service Desk which can replace Help desk coordinators role
Yes, in Service Desk we have quite a few features that can automatically assign tickets to an individual or a group. Let's discuss in detail.
Smaller organizations with a handful of technicians can directly configure technicians on templates in the technician field. Whenever tickets are raised through a portal or email, they will be directly assigned to a particular technician. This process is simple and there will not be any complications.
Another simplest method of assigning technicians can be based on the category selected on tickets. Technicians had been pre-configured on respective categories. On the ticket, submission user will be allowed to choose the category on service/incident template, based on the category selected technician will be automatically assigned on the ticket.
Business Rules enable you to organize the incoming requests (via web form and e-mail) and perform actions such as delivering them to support groups or assigning them to technicians. Business Rule can be applied to a request when it is created (or received), edited or both.
Apart from assigning technicians to requests using Business Rule, selection of category, or from the UI, technicians can be automatically assigned to requests on configuring the Technician Auto Assign option. The Technician Auto-assign follows the Round Robin or Load Balancing methods and based on the availability of the technicians, the requests are assigned. So if a technician is unavailable on a specific day, and the due by the time of certain requests falls on that day, the technician on leave will not be assigned to those requests.
On enabling both business rules and TAA will ensure, none of the tickets are left in the unassigned queue.
Tickets can be assigned to techs or groups, through the process of defining rules that can be executed on a Request form. Field and form rules are executed during the following conditions: after a request form is loaded when some field in the form is changed and before a request form is submitted.
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