Smart Assign
Automatic and intelligent ticket assignment in GLPI
Smart Assign eliminates the manual task of distributing tickets among technicians. Turn distribution on for the categories you choose and, for each ticket opened in them, the module picks the technician from the category's group in charge, based on current workload or fair round-robin rotation.
FreeGLPI 10, 11 and 12
Features
Load balancing mode assigns the new ticket to the technician with the fewest open tickets. Round-robin mode distributes in sequence, ensuring equity regardless of volume. The mode applies to the whole environment, and workload can be counted across all of the technician's tickets (By Group) or only those in the same category (By Category). The active technicians of the group in charge take part, with the option to leave the group's managers out.
Every decision is recorded in the Logs tab: who received the ticket, in which mode and, when it is not distributed, the reason. Free and easy to configure, Smart Assign reduces the wait time for first response and prevents tickets from sitting in the queue unassigned.
How it works
Step 1
Choose the mode and turn on the categories
In the module's Features tab, choose the mode (load balancing or round robin) and how workload is counted (by group or by category). In each ITIL category, turn distribution on in the Smart Assign tab and check the group in charge and the eligible technicians.
Step 2
Ticket is created
When a new ticket is opened in a category with distribution turned on and no technician set, Smart Assign picks the technician from the active technicians of the category's group in charge.
Step 3
Technician is assigned
The ticket is assigned to the selected technician and appears immediately in the professional's queue. The decision is recorded in the module's Logs tab.
See it in action
A quick tour of what the plugin does in practice.
Video demo coming soon.
Image gallery
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Start using Smart Assign
View available plans or read the full article about this module.