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Ticket rule to rotate new tickets between 4 owners on first opening

Hey Everyone,


I initally have started by using a coin flip round robin for any new tickets between two technicians for service desk tickets.  Since we have added two new technicians, this definitely doesn't work as well.  Adding two different technicians has proven that the coin flip actually has made it that one of the technicians has received around 9/10 of the tickets.  I was wondering what others were doing in the form of doing a round robin type approach in spreading out tickets evenly when they get assigned in a ticket rule.  This is currently my update statement:

update HD_TICKET, USER as T5

    set HD_TICKET.OWNER_ID = T5.ID

 where T5.USER_NAME = (select U2.USER_NAME from USER as U2 where USER_NAME in ('owner1','owner2','owner3','owner4') order by rand() limit 1)

 and 

        (HD_TICKET.ID in (<TICKET_IDS>))


I know that this is rather simple, but I'm hoping that I could come to a simple conclusion on what I could be able to do to get this going quickly.  Thank you for all of your help!




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Answers (1)

Posted by: Hobbsy 7 months ago
 
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