Ticket Assignment by agent workload

[beachboysam]

Hello everyone
what i want to do is Assign new ticket to agents who have less work
for example:
Agent1--working on 3 tickets
Agent2--working on 7 tickets
Agent3--working on 1 tickets

so as a result the new Ticket will be assigned to Agent 3
is there anyway to do that in OTRS or to develop it?

Thanks in advance

[samirpif]

i have the same problem

[jojo]

this would require development

[beachboysam]

just a clue on where to start would be great, or steps to do...

[jojo]

this is not an easy and short development. You will need deeper insights in the OTRS API and structures.

Some hints:
- Event Modules will be helpful
- API can be found here: http://dev.otrs.org

[beachboysam]

is there any module to buy, or something else in the market you can recommend?

[crythias]

First thing: OTRS doesn't assign agents anyway. Either the agents self assign or you use a dispatch person to do it.

So, let's take a look at this: Either the agents don't know their own load level or they do and they'll take tickets. OK, but if something goes bad, then what?
The agent can give it to someone else or the ticket unlock timeout happens and someone else can take it or ...

dispatch knows the work load and can divvy out the jobs. The thing is, this is what dispatch does, and dispatch also, maybe, probably should have an idea how much the list of outstanding tickets means in practical time to complete. Certainly OTRS doesn't really know from ticket *count* how long that is and whether it's fair or load balancing to assign ticket x to bob because he only has one ticket and not Fred because he has 8. Maybe Bob and Fred and George and Sarah all have 4, now who gets ticket 17?

What if Bob's few tickets may take a few days to complete and Sarah's tickets might be completed within a day? Sarah has 8 tickets and Bob has 3. Bob gets this 4th ticket and may not get to it but Sarah's going to whip through 8 tickets today. Does Bob now reprioritize for ticket 4?

I recommend a human.

[beachboysam]

Thank you Sir for your respond