I would create a special group to identify the possible ticket owner. So
you can quickly pull someone out of the group, if he is on holiday.
Get the group member,sort them by name and put them in a list.
Get the last assigned owner by get all tickets from queue, order by
ticket id desc and get the first (this is the last created) ticket.
Maybe instead of searching for the last assigned owner, a better
(faster) approach is,to store the last assigned owner in an queue custom
field like Bjï¿½rn suggested.
Search the last owner in the list and get the next one as the owner for
the new ticket.
Another, maybe more ‘fair’ way to assign the owner would be, to check,
how many active tickets each group member have and assign the new ticket
to the one, with the least tickets count.
ChrisAm 25.06.2010 06:39, schrieb Torsten Brumm:
today i got a request from a department, they need the following Setup:
- 10 possible Ticket Owners
They like to have the ticket given to the owners automatically by a
round robin mechanism. I have no idea at the moment how to do this. Any
hints or ideas?
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