Smart Assign
Automatic and intelligent ticket assignment in GLPI
Smart Assign eliminates the manual task of distributing tickets among technicians. Configure assignment rules by category, group or entity and let the plugin automatically decide who receives each new ticket, based on current workload or fair round-robin rotation.
Features
How it works
Step 1
Configure the assignment rules
Define for each category or group which distribution mode to use (load balancing or round-robin) and which technicians participate.
Step 2
Ticket is created
When a new ticket is opened, Smart Assign identifies the category and applies the corresponding rule automatically.
Step 3
Technician is assigned
The ticket is assigned to the selected technician and a notification is sent. The ticket appears immediately in the professional's queue.
Start using Smart Assign
View available plans or read the full article about this module.