Auto Assignment only to Online Staff

[ROHITVIPAT]

Dear Team,

I am trying to use auto assignment.
However, my team works in shifts and tickets are getting assigned even to inactive staff.
also would like auto-assigner to not consider tickets on hold as these are not really active tickets.

Team Please help make auto-assignment more efficient .

[Klemen]

Auto assignment improvements will be included in HESK in the future, but for a quicker solution you will probably need to hire a PHP developer to help you implement you specific requirements.

[ROHITVIPAT]

I Understand, But can you help me find were the current logic for auto-assigner is stored.
I want to see what can be done

[Klemen]

Have a look at the hesk_autoAssignTicket function inside "inc/common.inc.php"