We have a requirment where client wants us to do Auto Assignement of Service Request to engineers based upon the availibility and workload of engineer.
For Example: If there are XX number of SR assigned to Engineer1 , then assign the new SR to Engineer2
Also if the Engineer 2 has no bandwidth then assign it to Engineer 3
Could you help me with some workaround for this in OD. Or if there any partner product who provides this functionality
Thanks & Regards,
I have done this using Web Services / Java applying it to Team Member assignments for Opportunity. It would be a 90% plus fit that would have to be modified to apply to SRs. The rules are configurable by users as the rules are stored in a custom object in CRM On Demand. It is pretty slick and has been in production for about a year. It is a high volume client in a multi-tenent environment.
You can write any rules that you want and the most used rules are the ones that balance work load across users that have the same role (round robin assignments). There are other rules that assign by availability based on the calendar, shifts, skills, etc. the sky is the limit.
To create a new rule type requires writing a new method in java and adding the rule to the custom object. It is very flexible and extendable. The customer that is using it is extremely pleased with it.
Edited by: eSteege on Aug 8, 2012 10:58 PM