Set up auto-assign for requests

Users with the Manage Site Settings administrative permission can set up requests to be auto-assigned, based on the following criteria:

• Request type
• Building
• Problem type

Example: You can auto-assign one user to handle all forgotten password requests, or a user at the high school to handle all requests for 1:1 devices.

To set up auto-assign for requests:

1. Select Settings > Manage Auto Assignments. The Manage Auto Assignments page appears.

   

2. At the top-right, click +Add Auto Assign. The Manage Auto Assign page appears.

   

3. Do the following:
   1. Select the Request Type this rule applies to.
   2. If a Request Category field appears, click to see sub-categories. Then deselect any checkboxes for categories that do not apply.
   3. Enter a Name.
   4. Use the following multi-select drop-downs to select one or more options:
      • The Buildings this rule applies to.
      • The Method this rule applies to.

        Note: There are three methods for auto-assigning: Assign to All Users: The request will auto-assign to all selected users/teams. Load Balance: The request will auto-assign to a single user, based on the count of open requests by the user (within the criteria of the auto-assignment). Round Robin: The request will auto-assign to a single user, based on the last assignment date within the criteria of the auto-assignment. For both load-balancing and round-robin methods, you can "Skip" the assigned user of the request. Skipping will update the assignment to the next user in line, based on the method.

      • The Users these requests are assigned to.
      • The Teams these requests are assigned to.

        Note: Adding a team assigns any request meeting the chosen criteria above to everyone on that team.

4. Click Save.

The request is automatically assigned to the selected users and/or teams, who then receive an email notification.