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I am using round-robin for the IM assignment and would like to know how to exclude some assignees/operators from round-robin ticket assignments. It can be based on a field on the Operator record that mentions the operator is on holiday.

sanyada185

Hi,

I am using round-robin for the IM assignment and would like to know how to exclude some assignees/operators from round-robin ticket assignments. It can be based on a field on the Operator record that mentions the operator is on holiday.

So that tickets are not assigned to the operator who is on vacation using the round-robin technique.

I have already tried to excule from teh ruleset however it does not work,

I think. it need to changed via sl:AssignmentExecutor can any one suggest how this can be achieved.

Below are environmental details
Application & Web Version:
9.80.0016
RTE Version:
9.80.0016

Regards,

Sanjay

Regards,

Sanjay Yadav

  • 0  

    Hi Sanjay

    Recommend open ticket to support team.

    It is not an easy tailoring about this function.

    Thanks

  • 0 in reply to   

    Thanks Simon, Had done that already and support response was not in scope.

    Hope some one can suggest as this can be a basic feature of round robin to omit operators on vacation.

    Regards,

    Sanjay Yadav

  • 0   in reply to 

    Hi Sanjay

    It is not an easy task to achieve the goal but I have some idea about that:

    in file: AssignmentExecutor

    function getAssigneeForRoundRobin(groupName,queryFile,assigneeField,assignTimeField,recentDays){

    !!! before retuening the list, you can add one function to remove the operator who are not available now.

    return assignees;

    Hope it helps.

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