Overview
Assign tickets to the best available technician while respecting calendar events like PTO, meetings, and on-call rotations.This is a Triggered workflow that runs when tickets meet your assignment criteria.
How it works
- Checks technician calendars for conflicts and availability windows
- Balances workload across the eligible pool
- Chooses the best match and assigns the ticket
Setup
1
Create the workflow
Name it “Assign Technician - Manage Calendar” and set the type to Triggered.
2
Configure filters
Select boards/queues and conditions where automatic assignment is appropriate.
3
Add Dispatch Ticket
Pick a technician pool. Enable calendar awareness and set a reasonable workload threshold (e.g., 3–5 active tickets).
4
Add Ticket Note and Assign Ticket
Document the decision (calendar-aware assignment) and complete the assignment.
Best practices
- Keep calendars accurate (PTO, training, recurring meetings)
- Define backup pools for busy periods
- Exclude high-sensitivity tickets if human review is needed