General Functional Discussions for Service

Get Involved. Join the Conversation.


    Geetha Amrutha
    Priority based auto-assignment
    Topic posted May 17, 2019 by Geetha AmruthaBronze Trophy: 5,000+ Points, last edited May 17, 2019 
    78 Views, 2 Comments
    Priority based auto-assignment
    Is it possible to have priority based round robin queue auto-assignment


    We have implementation of Round robin queue auto-assignment. We are now looking for a Priority based round robin auto-assignment, i.e., based on a incident field 'Priority', the incident with Priority 'High' has to take precedence over other incidents, i.e., it has to be first considered for assignment from the queue. 

    Is this possible in auto-assignment and how?

    Appreciate your help.




    • Ashutosh Garg

      Hi Geetha,

      At first look I can suggest you to apply SLA for 24 hours. The incidents with 24-hour SLA will be pulled first from the queue to agents inbox. I will let you know if I found some other feasible way to do this.



    • Sebastiaan Draaisma

      You may have to replicate the round robin behavior in a CPM and include the priority field here. This would allow you to use any type of queue or profile setting with the CPM overriding this when it's a priority situation.