Auto-assign and On-Hold

[TimPSNC]

Script URL:
Version of script: 2.4.2
Hosting company:
URL of phpinfo.php:
URL of session_test.php:
What terms did you try when SEARCHING for a solution:

Write your message below:

Sometimes staff members need to leave a ticket as open, as it is something they will follow up in a week or so. However, this means that they do not get assigned tickets if they have a lot open, as it will always go to staff members who don't have any open tickets.

Is it possible to either distribute tickets in a round robin fashion, or for Hesk to ignore tickets which have the On-Hold status, so that all staff members receive the same amount of tickets regardless of whether they have a ticket(s) to follow-up?

[Klemen]

HESK should already do that - it takes in account the amount of *all* open tickets (all those that do not have a "Resolved" status) when determining who to auto-assign to.

[TimPSNC]

That's the problem though- if a staff member has a ticket on-hold, I don't want this to be taken into account- I want them to continue to receive tickets.

At the moment, I have five staff members and four have long-term tickets which they will resolve in a couple of weeks. The fifth staff member is getting all the tickets as he can resolve his quickly, while the other four get none. It would be good if on-hold tickets weren't taken into account, so that all five staff members get tickets equally.

[Klemen]

Oh, I misunderstood you then originally.

You will need to modify your "inc/common.inc.php" file.

Find

Code: Select all

AND `status` != '3'

And change it to

Code: Select all

AND `status` NOT IN ('3', '4', '5')

>>> backup original files first!
>>> I haven't tested this, so please test after modifying.