Delegation

Delegation

User delegation allows you to reassign a technician’s workload to others while the particular technician becomes unavailable.

Delegate approval to other users when the approver is unavailable to approve a crucial request, change, or purchase order.

Configure User Delegation 

Configure a single global delegation that will apply to any user unavailability for upcoming requests and approvals.
Info
User delegation will be applied only if you haven't configured any delegation individually under Active Delegations in Home page. Learn more. 
  1. Go to Setup > Automation > Delegation.
  2. Select Enable delegation for upcoming requests.
  3. Select an action to delegate request ownership:
    1. You can take no action about the upcoming requests of an unavailable technician
    2. You can move those upcoming requests to an unassigned state.  
  4. Choose when you want to delegate tickets:
    1. Created Date - Delegation will be performed if the technician is unavailable on the request creation date.
    2. Due By Date - Delegation will be applied if the technician is unavailable on the request due date.
  5. Select an action to delegate approvals:
    1. You can take no action about the upcoming approvals (request approval, change approval, purchase order approval) of an unavailable approver.
    2. You can assign the approval request to any organization role.
  6. Enable Technicians can set up delegation for their unavailability to allow technicians to configure their own delegation. Technician delegation will override global delegation.
  7. Enable Requesters can set up delegation for their unavailability to allow requesters to configure their own delegation. Requester delegation will override global delegation.
  8. Enable Allow ad-hoc delegation in approvals to allow approvers to delegate their pending approvals to other users. Users can revert the delegation if the delegated approvals are pending.

Approvers can delegate their approvals from:
  1. My Pending Approvals in the header menu
  2. Approvals tab on respective request details page
  3. Approval link received via email

Technician Auto Assign 

Auto-assign requests to technicians based on their availability. Requests are assigned using three models: Round Robin, Load Balancing, or Artificial Intelligence.

For site-specific requests, technicians associated with a site are auto assigned to requests raised from that site. Similarly, for requests assigned to a particular group, the technicians associated with the group are assigned to the requests.

Role Required: SDAdmin

Configure Technician Auto Assign 

  1. Go to Setup > Automation > Technician Auto Assign.
  2. Select Enable Auto Assign checkbox.
  3. Choose whether you want the Technician Auto Assign to work only for the incidents or both incidents and service requests.
  4. Choose the model to auto assign the requests. Requests are assigned to the technicians either through:
    1. Round Robin: In this model, technicians are assigned to the request irrespective of the load.
    2. 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 assigned to requests.
    3. Artificial Intelligence: Zia, Zoho's Artificial intelligent agent, analyzes the request and assigns the most relevant technician to the request. To enable this model, you must set up technician prediction and train Zia first. Learn more.
  5. Select when to execute the technician auto assign option - for newly created requests, edited requests or both. Note that technician auto assign is not applied while editing requests that are already assigned to technicians.
  6. Choose which requests are applicable for technician auto assign:
    1. Unassigned Requests: Technician auto assign is applied to all requests that are unassigned even after passing through all Business Rules and Category selections.
    2. All Requests: Technicians assigned to requests through business rules or category selection will be overridden.
  7. Enable Auto-assign requests based on technician availability to automatically assign requests to only available technicians based on:
    1. Created date: Only technicians who are available on the day of request creation are assigned. Select Online Technicians to assign only technicians who are currently online.
    2. Due by date: Only technicians who are available on the request's due date are assigned.
  8. You can choose to exclude certain technicians from being auto-assigned.
    1. Select Exclude Technicians.
    2. Select the technicians to be excluded from the drop-down list.
  9. You can also exclude certain requests from being auto-assigned to technicians.
    1. Select Exclude Requests.
    2. Configure the criteria and conditions to exclude requests.
    3. Click to add multiple criteria using AND/OR operators.
  10. Click Save.

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