Round Robin in SCP
Here is the custom trigger plugin for round robin auto assign feature
Steps to follow
1. Extract the attached zip
2. Copy the Last_Assigned_Tech.txt and Round_Robin_Assign_Tech.json files to C:\\ManageEngine\\SupportCenter\\integration\\conf folder
3. Edit the Round_Robin_Assign_Tech.json file add the support rep preferences in JSON format, a simple format as below
4. Edit Last_Assigned_Tech.txt and add the value to 0 in the file.
{
- "1":"administrator",
- "2":"Heather Graham",
- "3":"Howard Stern",
- "4":"Jeniffer Doe",
- "5":"John Roberts",
- "6":"Shawn Adams"
}
For java:
1. Move the 1_RoundRobinTechnician.jar file to C:\\ManageEngine\\SupportCenter\\integration\\lib folder
2. Now create one custom trigger with criteria as when support rep is unassigned and action is execute class and executor is com.scp.roundrobin.RoundRobinTechnician
* If the custom trigger doesn't work, then copy the 1_RoundRobinTechnician.jar to Manageengine/SupportCenter/server/default/lib folder and restart the application
For Python:
1. Move the Round_Robin_Assign_Tech.py file to C:\\ManageEngine\\SupportCenter\\custom_scripts folder
2. Now create one custom trigger with criteria as when support rep is unassigned and action is execute script and executor is py Round_Robin_Assign_Tech.py
Attached a screenshot, how to create a custom trigger
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