Technician Auto Assign Use Cases

Technician Auto Assign Use Cases

Technician Auto Assign  

Pointers 

  1. The Technician Auto Assign setting is applicable for incident and service requests only.
  2. You can assign requests to technicians automatically on the following basis:
    1. Round Robin: Technicians are assigned to the request irrespective of their workload.
    2. Load Balancing: Technicians with the least workload are assigned.
    3. Artificial Intelligence: Zia, Zoho's Artificial intelligent agent, analyzes requests and suggests the most relevant technician for assignment.
  3.  Currently, this setting is not customer-specific . However, you can exclude requests of specific customers under Exclude Requests.

Use case 1:  Technician availability-based assignment

Scenario:
Assign requests to technicians available on due dates automatically.

Action:
Configure Auto-assign requests based on technician availability under Technician Auto Assign.

Configuration:
Fields
Values
Enable Auto-assign
Enable the checkbox
Auto-assign Technicians to
Incident and Service Requests
Assignment Model
Select the required model.
Auto-assign Requests When
Created
Auto-assign requests based on technician availability
Enable the checkbox.
Choose Due Date.


Use case 2: Exclude critical requests of a customer from auto-assignment 

Scenario:
Technicians should not be assigned automatically for Zylker's requests with any of the following criteria:
  1. Priority: High
  2. Type: Major Incident
Action:
Configure Exclude Requests under Technician Auto Assign.

Configuration:
Fields
Values
Enable Auto-assign
Enable the checkbox
Auto-assign Technicians to
Incident and Service Requests
Assignment Model
Select the required model.
Auto-assign Requests When
Created and Edited
Exclude Requests
Enable the checkbox.
Condition 1 – Customer is Zylker
Apply AND logical operator
Condition 2 – Priority is High
Set the following as a nested condition with the OR logical operator.
Condition 3 – Request Type is Major Incident
 
 

Technicians can be auto-assigned via Business Rules and Workflows as well.

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