How does auto assign work?

[Klemen]

With auto-assign enabled only the person who the ticket is assigned to receives notification, not everyone.

[fguerra]

Yes. In my case I disabled the auto-assign (it is OFF), the ticket has no owner in the administration panel (this is consistent with the configuration and it is what I want), but not all the staff members assigned to the category receive the notification email. Could you tell me if with the auto-assign OFF all the staff members assigned to the ticket category should receive a notification email? Is there something to configure for obtaining a notification email to all the staff members belonging to the ticket category?

[Klemen]

Yes, with auto-assign off they should all receive notification.

If some do receive it but others not (and they do have access to the category) then the problem could be:

1. they have notifications disabled in their profile ("Profile" page when they login)
2. notifications are blocked by their spam filters
3. their email address is misspelled

[fguerra]

Point 1.
Thanks!

[Asoler]

I just created an account at this forum. Needed to know how this feature worked, and the post was very helpful.

Looking foward to new improvements of this feature, and will continue to read the forum, as seems it has a lot of interesting posts.

Great job guys, I love Hesk.



EDIT: I searched: "auto assign" in forum, read this thread entirely, but still have a little question.

My case is similar as Lisa's, only that I think I can solve it by just leaving one user with auto assign feature enabled.

My question is, the description of auto assign feature says:

"Several factors are taken into account when assigning tickets automatically, such as ticket category and number of currently open assigned tickets"


I have read I can control which categories get auto assigned by changing the categories staff has access to. But, how can I control the number of currently open assigned tickets?

I mean, how many is the maximum number of open assigned tickets that a user can have at a time, for the auto assign feature to stop assigning to him/her, and start assigning to somebody else? I may give permission for auto assign to someone else in future.

Since I only have one user with feature enabled right now, will auto assign stop when maximum is reached, or will it assign to the user all tickets that come in for those categories indefinitely?

Thanks in advance,

Antonio.

[Klemen]

Hello Antonio,

There is no way to control "number of open tickets" - HESK just distributes auto-assigned tickets evenly among staff.

For example if one staff member has 3 open tickets and one 2 open tickets, it will be assigned to the one with 2 open tickets so they all end with 3 open tickets.

If you have staff A with 4 open, staff B with 3 open, staff C with 5 open and staff D with 6 open tickets it will be assigned to "B" as he/she has the least amount of open tickets.

[TimPSNC]

Jumping in on an old thread here, but it would be good if Hesk could assign tickets in a round robin way, so that staff with a number of ongoing open tickets gets assigned the same amount as tickets as someone who closes them quickly. Is there any easy way to mod this?

[Klemen]

You can just distribute them randomly then by changing

Code: Select all

ORDER BY `open_tickets` ASC, RAND()

to

Code: Select all

ORDER BY RAND()

in inc/common.inc.php

[TimPSNC]

This works great, thanks

Would be good if it could be an option in a future version