Incident assigment performs many tests to determine the most appropriate technician to handle an incident. The incident is first analyzed to identify the team assigned to the incidents item type, the type of problem to be solved, the department the item and technicians belong to (only relevant to HD) and which technician has the smallest workload.
As a result, incidents are assigned using the following business logic:
1. Identify the team assigned to the incidents Item Type
2. Find the technicians/supervisors assigned to the team and exist in the first escalation layer
3. If Problem Type categories are assigned to users, find technicians/supervisor assigned to the incidents problem type
4. Help Desk- If using departments, find the technician/supervisor assigned to support the clients department
5. Assign the incident to the technician or supervisor who has the fewest number of ‘Open’ or ‘Pending’ incidents
6. If there is a tie, it randomly allocates the incident to a techncian to break the tie.
The technician assigned to the incident can manually re-assign it, if a more appropriate team member is available; by selecting the technician from the drop-down list within the incident information screen.
Jon Giffard's Blog 