• DEMO
  • 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.

    Categories

    Latest Posts

    • Hornbill iBridge for Linode

      2017-09-22 18:47:33
      Feature Friday

      Hornbill's iBridge is a great way to integrate with Linode, a cloud based solution for creating and managing virtual Linux servers...

    • Exactly Why do ITSM Vendors Lead with ITIL?

      2017-09-17 00:41:41
      Blog Posts

      The problem with niche markets like the ITSM space is there are different parties with different agendas and for the most part they are in direct conflict with each other...

    • Using WebHooks for Integration

      2017-09-16 18:23:16
      Feature Friday

      Web Hooks are a great way to integrate Hornbill with other applications. Web Hooks can send information to a HTTP Endpoint as soon as a record is created or updated, rather than relying on scheduled imports or the continually polling for data...