Auto Ticket Assigning till Group Level

The Infraon platform automates ticket assignment not only at the technician level but also at the group level, based on Business Rules.

1. Group-Level Assignment

• Tickets can be automatically assigned to a designated group based on defined conditions such as:

  • Category

  • Priority

  • Location

• Ensures workload distribution across groups without requiring manual assignment.

2. Sub-Level (Selective) Assignment

• Within a group, tickets can be routed to a subgroup or specific member based on additional filters like:

  • Expertise

  • Workload capacity

• Provided for targeted allocation while still using the business rule framework.

3. Customization and Configuration

• Administrators can configure rules for both group and subgroup levels.

• Rules can be modified dynamically without affecting ongoing tickets.

Example: All “High Priority Network Issues” can be directly routed to the “Network Operations Group”.

4. Audit and Tracking

• All rule-based assignments are logged in the system.

• Provides transparency with detailed tracking of:

  • Business rule executions

  • Group/subgroup assignment logs