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  • Automated Request Assignment

    To help distribute requests across the different members of a support team, Hornbill Service Manager can be set up to automatically allocate requests based on availability or through a round robin assignment.

    When basing automated assignment on availability, the current workload for each support person will be considered and the requests are assigned to those with the least number of requests.  The round robin assignment option cycles through each member of a team making sure each member is assigned a request before starting again.  All the automated assignments also check the status of the members of the team.  If anyone is away on holiday, or even just out for lunch the assignments will keep them out of the loop until they return.

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    Latest Posts

    • SPOTLIGHT: Northumberland County Council

      2017-12-11 12:41:19
      Spotlight

      From the start of a 30-day trial, to live use in production within 9 weeks. Lee Mcdermott, Service Desk Team Lead, explains how Northumberland County Council implemented Hornbill Service Manager within a tight window, reducing costs and delivering ongoing ITSM improvements.

    • Impact Assessments

      2017-12-02 00:59:54
      Feature Friday

      Capturing the impact of a change, an incident, or any other type of request can be crucial to determining how it is managed...

    • Creating Request Sub-statuses

      2017-11-20 04:59:33
      Feature Friday

      While working on an Incident Record you may want to provide a way to describe different scenarios that occur while this incident is open...