Assign a request to a support group in a round robin/load balance scheme
Hi,
We have the requirement that we wish to have a request be assigned to a technician within a certain support group. This will work off a custom field we added called "Application". The support group could contain multiple technicians, so we would also like this assignment to complete in a round robin / load balancing scheme.
For example, a new request comes in and the application is set to MSWord. We would like SD to get this request, have a look at the technicians in the WordProcessing support group, and assign the technician to the next available one.
What is the best way for us to complete this?
thanks
Peter