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Assign Technician - Basic

This recipe demonstrates how to automatically assign unassigned tickets to the most suitable technician based on workload and expertise. Neo considers technician availability from their calendar but doesn't manage schedule conflicts or add calendar entries.

Overview​

Basic technician assignment helps you:

  • Automatically assign tickets to the best available technician
  • Balance workload across your team
  • Consider technician skills and expertise for appropriate matching
  • Check calendar availability to avoid assigning to unavailable technicians
  • Ensure tickets don't remain unassigned for extended periods

Prerequisites​

For this recipe to work effectively, you need:

  • Technician Pool: A defined list of technicians who can handle the ticket types
  • Calendar Integration: Basic calendar integration to check technician availability
  • Trigger Setup: Workflow trigger configured for when tickets become unassigned
info

This is a Triggered workflow that runs when tickets meet specific conditions (typically when they become unassigned or are created without an owner).

How It Works​

This recipe uses a Triggered Workflow that activates when tickets need assignment. Neo evaluates available technicians based on current workload, skills, and basic calendar availability, then assigns the ticket to the most suitable candidate.

Workflow: Basic Technician Assignment​

Basic Configuration​

  1. Type: Triggered
  2. Trigger: When tickets become unassigned or are created without an owner
  3. Find Entities: Identify tickets that need assignment
  4. Dispatch Ticket: Assign to best available technician using basic criteria
  5. Add Ticket Note: Document the assignment decision
  6. Assign Ticket: Complete the assignment process

Detailed Setup​

Step 1: Create the Workflow​

  • Name: "Assign Technician - Basic"
  • Type: Triggered
  • Trigger Conditions: Configure based on your PSA's workflow for unassigned tickets

Step 2: Configure Entity Filters (Find Entities Action)​

Ticket Conditions:

  • Owner.Name = null (unassigned tickets)
Trigger vs Find Entities

In triggered workflows, the Find Entities action typically filters for tickets that match your assignment criteria. You may not need this action if your trigger already identifies the specific tickets.

Step 3: Add Actions​

Action 1: Dispatch Ticket

Technician Pool:

  • Select technicians who can handle tickets from the relevant board or ticket type
  • Include team members with appropriate skill levels

Key Settings:

  • ✅ Consider Technician Calendar: Checks for basic availability and out-of-office markers
  • ✅ Consider Technician Workload: Balances assignments across the team
  • ✅ Consider Technician Profile: Ensures skill and expertise matching
  • Calendar Settings:
    • ❌ Add Schedule Entry: Disabled (basic mode doesn't manage calendars)
    • ❌ Consider US Holidays: Optional based on your needs
  • Workload Settings:
    • Criteria: "Number of Tickets Assigned"
    • Workload Difference Threshold: 3 (prevents minor imbalances from affecting assignments)
    • Consider Tickets: "Ticket Last Update"
    • Include Tickets Worked in Last N Days: 2

Action 2: Add Ticket Note

  • Note Type: Internal Note
  • Purpose: Documents the automatic assignment decision for audit trails

Action 3: Assign Ticket

  • Send Email to Owner: Optional (configure based on your team's preferences)
  • Update Ticket Status: Optional (may want to change status to "In Progress" or similar)

Advanced Variations​

Board-Specific Assignment​

Create separate workflows for different service areas:

Help Desk Tickets:

  • Technician Pool: General support staff
  • Skill Matching: Basic technical skills
  • Workload Focus: High-volume, quick resolution tickets

Infrastructure Tickets:

  • Technician Pool: Senior technicians and specialists
  • Skill Matching: Advanced technical expertise
  • Workload Consideration: More complex, time-intensive work

Priority-Based Assignment​

High-Priority Workflow:

  • Trigger: Priority 1 or Emergency tickets
  • Technician Pool: Senior staff and escalation specialists
  • Workload Threshold: 1 (stricter balancing for urgent work)

Standard Priority Workflow:

  • Trigger: Normal priority tickets
  • Technician Pool: General team members
  • Workload Threshold: 3 (standard balancing)

Time-Based Assignment Rules​

Business Hours Assignment:

  • Active Hours: 8 AM - 6 PM
  • Technician Pool: Full team
  • Considerations: All standard criteria

After-Hours Assignment:

  • Active Hours: 6 PM - 8 AM, weekends
  • Technician Pool: On-call technicians only
  • Workload Focus: Emergency response capability

Best Practices​

Technician Pool Management​

  • Regular Updates: Keep the technician pool current as team members join or leave
  • Skill Assessment: Regularly review and update technician profiles to ensure accurate skill matching
  • Availability Coordination: Ensure technicians maintain up-to-date calendar information

Workload Balancing​

  • Monitor Distribution: Regularly review assignment patterns to ensure fair workload distribution
  • Adjust Thresholds: Fine-tune workload difference thresholds based on team size and ticket volume
  • Consider Ticket Complexity: Be aware that ticket count doesn't always reflect actual workload

Assignment Accuracy​

  • Review Assignments: Periodically review automatic assignments to ensure quality
  • Feedback Loop: Gather feedback from technicians about assignment appropriateness
  • Refine Criteria: Adjust workload criteria and skill matching based on performance

Integration with Other Workflows​

  • Escalation Paths: Ensure this workflow integrates well with escalation procedures
  • Status Management: Consider how assignment affects ticket status workflows
  • Communication: Coordinate with customer notification workflows
Quick Start

Start with a simple configuration using only workload and basic availability checking. Add skill matching and other criteria gradually as you observe the assignment patterns and gather team feedback.

Testing

Test this workflow with a small subset of tickets first. Monitor the assignments closely to ensure they align with your team's expectations and capabilities before enabling it for all tickets.

Monitoring and Optimization​

Key Metrics to Track​

  • Assignment Speed: How quickly tickets get assigned after becoming available
  • Assignment Accuracy: Whether tickets go to appropriate technicians
  • Workload Distribution: Balance of assignments across team members
  • Reassignment Rate: How often tickets need to be manually reassigned

Using Event History​

  • Use Event History to analyze assignment patterns
  • Track which technicians receive the most assignments and why
  • Identify any systematic issues with skill matching or workload balancing

Regular Review Process​

  • Weekly Reviews: Check assignment distribution and any manual overrides
  • Monthly Analysis: Evaluate overall effectiveness and make adjustments
  • Quarterly Optimization: Major reviews of technician pools and criteria settings