Ticket Assignment (Automatic)

This guide will explore the automatic ticket assignment feature in the Infraon Infinity platform. This feature offers two options: Team Assignment and Business Rule.

Team Assignment

Team assignment is a process of automatically allocating technicians to resolve issues. When a ticket is created, the associated impacted service triggers the assignment. Predefined linkages between impacted services and responsible teams direct the ticket to the appropriate team. Subsequently, the ticket is assigned to a specific technician within that team.

Step 1: Navigate to the “Infraon Configuration” module, then proceed to the “User Management” tab and select the “Teams” module to configure automated ticket assignment.

Step 2: To evenly distribute ticket workload among technicians within a specific team, select the desired team and click the “Edit” button to modify team assignments.

Step 3: Access the advanced configuration by clicking “Next” in the pop-up window. Within this section, enable automatic ticket assignment.

There are two methods: Round Robin Assignment and Load Balancer.

• Round Robin ticket assignment evenly distributes incoming tickets among available technicians. For example, if a team consists of Alice, Bob, and Carol, the tickets would be assigned in the following order: Ticket 1 to Alice, Ticket 2 to Bob, Ticket 3 to Carol, Ticket 4 back to Alice, and so forth, continuing this cycle.

• The load Balancer method considers the current workload of available agents to ensure a balanced distribution of tickets. For instance, if Alice is handling 6 tickets, Bob 2, and Carol 5, a new ticket would be assigned to Bob, as he currently has the lightest load. The load balancer continuously adjusts to distribute the workload evenly.

Step 4: Make appropriate configuration selections and confirm choices by clicking the “Submit” button.

This marks the end of the explanation of how automatic ticket assignment functions within the Infraon Infinity Teams framework.

Business Rule

Business Rules automatically assign tickets based on the impacted service and requester tag. For example, if a ticket is created for a specific impacted service, it is automatically assigned to the Level configured for that service.

Step 1: Navigate to the “Infraon Configuration” module, then proceed to the “Infraon Automation” tab and select the “Business Rule” module to configure automated ticket assignment.

Step 2: Begin the rule creation process by inputting a rule name, determining the rule type, and supplying a brief description.

Step 3: In the “When” column, establish rule conditions by selecting an Operand (such as Impact service), applying an Operator (like 'in'), and defining the desired Value.

Step 4: In the "Then Assign To" section, define the assignment criteria by inputting the target Group, Expertise requirements, and impact service Level.

Once the configuration is made, click “Submit.”

For example, if the impact service is hardware diagnostics, any ticket created with this service will be automatically assigned to the IT team level one technician.

For the second case, if a business rule matches a requester tag, any ticket created by that requester is automatically assigned to the preconfigured level.

Step 1: Define a business rule for the requester tag by entering a rule name, selecting the rule type, and adding a descriptive explanation. Utilize the same procedure as described above.

Step 2: To set up a business rule based on the requested tag, select the operator as the front desk manager and "Assign To" details, respectively.

When an end user creates a ticket, it will be directly assigned to the procurement team to the level one technician in the procurement team.

This is how to use the auto-ticket assignment feature in the Infraon Infinity platform.