Automatically Assign Incoming E-mail Incidents
SummaryAuto assign incidents to users/agents round robin style
I am working on E-mail Incident Management.
My scenario is every time there is an incident created thru e-mail it doesn't have any assigned user/agent. Is it possible to assign it automatically and round robin style so that it is fair for everyone? I know there is this check box under profiles -> Permissions -> Service -> Queues but I am not aware how that works or is this possible only thru business rules?