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Depending on your needs and business processes, you can assign tasks to agents in two ways:

  • manually by specifying the values of the Assignment Group and Assigned User fields.
  • using the task auto assignment engine. The engine allows you to automate task assignments by various criteria, defined by conditions and assignment types, and implement business logic before a task is assigned. Tasks auto assignment allows you to balance employee workload and create different rules for different kinds of tasks.

Manual assignment


The "out-of-the-box" solution has preconfigured restrictions for assigning users or groups depending on the values of relevant fields. The reference restrictions for Assignment Group and Assigned User fields in the Task and ITSM Task tables are defined within the dynamic filters. These filters are stored in the Filter Option Dynamic (sys_filter_option_dynamic)table. From the ITSM Task table, the restrictions are inherited by the incident, user query, problems, request, change request tables.

Dynamic filter TableDescription

List of users based on assigned group

TaskIf you specify an assignment group, you can assign only an employee who belongs to this group in the Assigned User field.

If you do not specify an assignment group, you can select any employee record in the Assigned User field.

List of groups based on assigned user.

Task

If you specify an assigned user, you can only select the group the user belongs to in the Assignment Group field. 

If you do not specify an assigned user, you can select any group in the Assignment Group field.

List of ITSM_agent on assigned groupITSM Task

If you specify an assignment group, you can select only an employee that is in this group and has the admin or ITSM_agent role in the Assigned User field..

If you do not specify an assignment group, you can select any employee that is in this group and has the admin or ITSM_agent role in the Assigned User field.

Create an assignment rule
Anchor
assignment rule form fields
assignment rule form fields


Tip

Role required: admin.

To create a new assignment rule, complete the steps below:

  1. Navigate to Auto Assignment → New Rule.
  2. Click New and fill in the fields.
  3. Click Save or Save and Exit to apply the changes.
Note

Keep in mind that a task auto assignment only triggers new record creation. The auto assignment rules cannot be configured to handle record update events. For example, the auto assignment does not work when the state or any other field value changes.



Note

The server-side business logic may not work for system tables if the creation or updating of records is initiated by the backend. For example, an Import Set is created as part of loading an Import Source, or an Email is created as a result of a notification rule, and so on.

A list of table examples for which server-side business logic may not work:

  • Main Log (sys_log)
  • Script Log (sys_log_script)
  • Exception Log (sys_log_exception)
  • Record Deletion Log (sys_record_deletion_log)
  • Import Set (sys_import_set)
  • Activity Feed Item (sys_activity_feed_item)
  • Email (sys_email)


Load balancer elements
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load balancer elements
load balancer elements

If you create a Load Balancer assignment type, define which tasks are not taken into account while evaluating the team's load. You should exclude the completed tasks. To do this, complete the steps below:

  1. Open the auto assignment rule of the Load Balance type.
  2. In the Related Lists area, select the Load Balance Element tab.
  3. Click New and fill in the fields.
  4. Click Save or Save and Exit to apply the changes.
Info

An alternative way to create a load balance element is the following:

  1. Navigate to Auto Assignment → Load Balance Elements.
  2. Click New and fill in the fields.
  3. Click Save or Save and Exit to apply the changes.


You can find an example with filled fields in the screenshot below.

Round Robin elements
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round robin element from fields
round robin element from fields

The Round Robin Element table stores information about the next group member to be assigned to a task. The count starts with "0" (group member 1). When the Current User Count field value is equal to "1", it means that the next task will go to group member 2.

Unlike the load balance element, the system automatically creates a relevant element once the auto assignment rule is executed. The round robin element does not have to be created manually.

To create a round robin element, complete the steps below:

  1. Open the auto assignment rule of the Load Balance type.
  2. In the Related Lists area, select the Round Robin Element tab.
  3. Click New and fill in the fields.
  4. Click Save or Save and Exit to apply the changes.
Info

An alternative way to create a round robin element is the following:

  1. Navigate to Auto Assignment → Round Robin Elements.
  2. Click New and fill in the fields.
  3. Click Save or Save and Exit to apply the changes.


Absences and auto assignments


The auto assignment engine works in collaboration with the personal schedule engine. If an agent is absent (on vacation, for example), they are not be assigned to a task. So, the absence record should be created and approved by their manager.

Info

Personal Schedule is a separate application that is not included into the "out-of-the-box" solution. Make sure that you have the application installed. If not, purchase the application pack from your vendor and install it as described in the Retrieved Packages article.

To create a new absence record, complete the steps below:

  1. Navigate to Personal Schedule → All Absences.
  2. Click New and fill in the fields.
  3. Click Save or Save and Exit to apply the changes.


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