Documentation forSolarWinds Service Desk

Round Robin assignment

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Introduction

In SolarWinds Service Desk (SWSD), Round Robin Assignment allows you to auto-assign Incidents to members of a queue based on their availability. Round Robin Assignment is enabled or disabled by queue. That is, you must be in the Queue's settings to turn it on or off.

The Round Robin Assignment option is set to Off by default. When you wish to auto-assign based on agent availability, simply toggle the pill bar to On.

Navigation

Setup > Users & Groups > Queues.

Considerations

Before you enable Round Robin Assignment, consider the following:

  • For Round Robin Assignment to work properly, all users listed as queue Members need to manually switch on their availability via their user profile.

  • Although it is NOT recommended to include groups in the queue member assignments, when a group is listed, the ticket will be assigned to the group as a whole and not to an individual member of the group.

  • After someone is added as a member of the queue, that new member must refresh the page.

  • Round Robin assigns tickets based on agent availability. During creation and/or editing of a queue, you can add members to the queue members list. Ticket assignment is based on next available agent and continues down the list.

  • If a member on the list is marked as unavailable, the ticket will be assigned to the next member marked available.

  • If all members of the queue are currently set as unavailable, the ticket will not be assigned and remains in the queue. Any unassigned tickets can affect SLA metrics.

  • Round Robin assignment is only relevant when an incident is created, reassigned to the queue, or automatically assigned to the queue. If no agent is available at the time, the ticket remains in the queue and needs to be manually assigned.

If a ticket is not immediately assigned, it will NOT get assigned when an agent becomes available. Therefore, it is imperative to maintain a process for ticket assignment if there are hours when no agents are available.

Enable Round Robin Assignment

You can enable Round Robin Assignment when creating a new queue or editing an existing one.

Create a new queue

See instructions for creating a new queue.

Edit an existing queue

See instructions for editing an existing queue.

Understand agent availability

Agents can set their availability status for two different types of assignment:

  • Availability for round-robin assignment queue

    Agents can set their round-robin queue assignment availability from their avatar when they are logged into SWSD. See General navigation for agents: Avatar dropdown menu.

    The only person who can see the Available toggle is the agent. When a requester opens a new chat, the requester cannot see which agents are available and which are unavailable.

    • Each time an agent logs in, the agent needs to set the Available toggle to Active.

    • While logged in, agents can manually change the state of their Available toggle to Active or Inactive.

    • When an agent logs out, the Available toggle is automatically set to Inactive and the agent cannot be assigned a chat to receive messages.

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