Get Started with Automatic Ticket Assignment

Overview

Automatic Ticket assignment enables organizations to automatically distribute tickets among group members, ensuring fair workload distribution and faster response times through round-robin assignment. When enabled for a group, any ticket assigned to that group will automatically be assigned to the next available member in rotation, whether it's a new ticket or being reassigned from another group.

In this article:

• Setup Automatic Ticket Assignment
  • Admin Configuration via the Automatic Ticket Assignment Page
  • Automation Rules Settings to Override Automatic Ticket Assignment
• Technicians Using Automatic Ticket Assignment

Setup Automatic Ticket Assignment

Admin Configuration via the Automatic Ticket Assignment Page

1. Access ESM App Admin for the applicable application.
2. Click AI and Automation.
3. Click Automatic Ticket Assignment.
4. Select Edit for the desired group.
5. Decide the Rotation Order.
   • Randomize Initial Technician Order will set a random assignment order the first time the group is enabled for Automatic Ticket Assignment. The order will not be randomized again after this.
   • Custom Defined Technician Order will allow you to set the order manually in the Members section below by dragging and dropping users in the desired order.
   • Alphabetical Order will assign tickets to members by alphabetical order of their first name.
   Tip

   New members added after a group has been enabled for Automatic Ticket Assignment will be assigned their first ticket in the appropriate order, if set to Custom or Alphabetical. If the assignment has already passed them in the list, they will receive their first assignment in the next round. If set to Randomized Initial Order is set, the member will be placed at the end of the list and they will receive their first assignment in the current round.
6. Rotation Reset will determine when the assignment order returns to the first person in the list. There are options for:
   • Never - assignment will keep cycling through the members without ever being reset to the first person.
   • Daily - assignment rotation will reset to the first person daily at a specified time. If no time is provided it will reset at Midnight AK.
   • Weekly - assignment rotation will reset to the first person on the specified day of week, and time. If no time is provide it will reset at Midnight AK on the specified day.
   • Monthly - assignment rotation will reset to the first person on the specified day of the month, and time. If the month has fewer days than selected it will reset on the last day of the month. If no time is provide it will reset at Midnight AK on the specified day.
7. In Apply to (Sources), select the sources of tickets that Automatic Ticket Assignment should apply to:
   • Tickets created via automation rules
   • Manually created tickets
   • Email-created tickets
   • Client portal tickets
   • Tickets created via API
8. In the Members section you can:
   1. Define the order in which tickets will be assigned to members if the Rotation Order is set to Custom Defined Technician Order.
   2. Enable or Disable specific members of the group to be assigned tickets via Automatic Ticket Assignment.
      Note

      Members who are grayed out cannot be enabled because they lack required access to the ticketing application, do not have the necessary permissions, or are excluded from automatic ticket assignment.
9. Select the Enable Automatic Ticket Assignment for this group checkbox.
10. Click Save.

Groups that have been enabled for Automatic Ticket Assignment and can start being assigned tickets will have an Enabled status. Groups that have been configured and saved, but not enabled, will have an Inactive status. Groups that have been not configured and saved will have a Not Configured status.

User-Level Setting for Automatic Ticket Assignment

Users can individually be enabled and disabled to receive tickets via automatic ticket assignment.

1. Access ESM App Admin for the applicable application.
2. Click on Users & Roles.
3. Click Users in the left navigation menu.
4. Click the name of a user.
5. On the left side, click Capacity.
6. Check or uncheck the checkbox for Enable automatic ticket assignment.

Checkbox Behavior

• When the checkbox is checked, users will be eligible to receive tickets via automatic ticket assignment when they are configured to do so in a group.
• When the checkbox is unchecked, users will not receive automatic ticket assignments across all of their groups.

Automation Rules Settings to Override Automatic Ticket Assignment

There are several reasons why an organization might not want Automatic Ticket Assignment to apply to all tickets that are routed to groups by automatic rules:

• Emergency/Critical tickets that should go the entire group for visibility
• Tickets that should stay at the group level so the most qualified person can claim it
• Tickets with a high complexity that requires a manager to manually distribute them

To override Automatic Ticket Assignment for an Automation Rule:

1. Access ESM App Admin for the applicable application.
2. Click AI and Automation.
3. Click Automation Rules.
4. Select the desired automation rule.
5. Make sure there is a value in the Assign To action with the Automation Actions section.
6. Select the Override automatic ticket assignment checkbox.

Technicians Using Automatic Ticket Assignment

• Technicians who are enabled for automatic ticket assignment via the above settings will automatically be assigned tickets whenever the ticket is assigned to their group.
• When a technician is assigned a ticket via Automatic Ticket Assignment, there will be a feed entry created that records the assignment as part of Automatic Ticket Assignment.
• Only the responsible individual will receive a notification when the ticket is assigned.
• Technicians can get assigned to tickets via Automatic Ticket Assignment at any point during the tickets lifecycle when the group is assigned to a ticket. If an individual in a group is assigned a ticket via any method, then Automatic Ticket Assignment will not be enacted.

Need additional help or have issues

For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for the appropriate support group.