Technician Auto Assign

Apart from assigning technicians to requests using Business Rule, selection of a category, or from the UI, technicians can also be automatically assigned to requests by 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 time of certain requests falls on that day, the technician on leave will not be assigned to those requests.

For site specific requests, the technicians associated with the sites are auto-assigned to the requests. Similar for requests associated with groups, the technicians associated with the groups are assigned to the requests.

To access Technician Auto Assign Configuration,

Go to Admin > Automation (Users in old UI) > Technician Auto Assign. The Technician Auto Assign page opens.

Enabling Technician Auto Assign

Select Enable Technician Auto Assign check box.
Requests are assigned to the technicians either through Round Robin or Load Balancing model.

Round Robin: In this model, technicians are assigned to the request irrespective of the load.

Load Balancing: The number of requests that are In progress and assigned to a technician is taken as the load of the technician. So on selecting this model, technicians with the least load are chosen and are assigned requests.

The Technician Auto Assign is executed for newly created requests, edited requests, or, to both created and edited requests. Select your option by enabling the radio button.
On creating a new request, the Technician Auto Assign can be applied to either the Unassigned Requests or to the assigned/unassigned Requests.

Unassigned Requests: On selecting this option, the Technician Auto Assign is applied to requests that are unassigned even after passing through all the Business Rules and Category selections.

All Requests: When this option is selected, the technicians assigned to the requests through business rules or category selection will be overridden.

While editing a request, Technician Auto Assign is applied to requests that remain unassigned even after the application of Business Rules and Category selection. The Technician Auto Assign is not applied to requests that are assigned to technicians.

Assign Only to Online Technicians

You can choose to apply the Technician Auto Assign mechanism for only the technicians who are online for the quick resolution of a request by choosing this option.

Including / Excluding Technicians from auto-assign

You can also include or exclude certain technicians from the Technician Auto Assign functionality by enabling the Include or Exclude following technicians toggle button. Select whether you want to Include or Exclude and select technicians by typing the technician's name in the given field.

Exclude Requests from Technician Auto Assign

Enable the Rules toggle button to include or exclude certain requests from the Technician Auto Assign functionality. Choose Exclude/Include and start adding criteria to execute the rule. You can add multiple criteria and either make all criteria mandatory or only a few by choosing the "or" / "and" options.
Click Save to save the configuration.