Hi Vishnu,

wonderful usecase! ❤️

By the way, it's also somethin which would fit into Zammad standard.

However, I see 2 features:

1) Auto assignment of Tickets at open time 
2) Auto assignment of Tickets at ticket creation

Where is the best place for:
1) Could be implemented in the UI, if ticket is opened and no owner is 
assigned to auto assignment to the current own.

2) This is quite easy too, if you have the logic how to determine which 
agent will get the ticket assigned. In ruby on rails you can hook into 
callback. In this case for example "before_create" of any ticket.
Here you can put the logic of e. g. round-robin and assign the new agent 
for ticket creation.

Read more at: 

An example in Zammad you can fine 

In case, just fork zammad on github and I can light you the way directly.


Am Donnerstag, 7. September 2017 11:56:32 UTC+2 schrieb Vishnu S:
> Hi Martin,
> When you have several dozen agents and thousands of tickets coming in, 
> manual ticket claims become very impractical. There may be confusion on 
> what tickets to pick; multiple agents may try to pick the same ticket 
> (there's no locking mechanism); if there are economic incentives, tickets 
> may get hoarded.
> The distribution and resolution of tickets will become erratic and uneven.
> With automatic assignment, the burden of assignment is not on the agent, 
> but on the system. To start off with, a simple round-robin, or even random 
> assignment of tickets to agents within a group will ensure even 
> distribution.
> - Ticket arrives. Filters and triggers are applied.
> - If there's a Group (post filtering), pick a random agent from the group 
> and assign.
> On Thursday, 7 September 2017 14:55:38 UTC+5:30, Martin Edenhofer wrote:
>> Hi Vishnu,
>> to give you "good" tip, it would ne nice to know the full usecase from 
>> users perspective.
>> It would also be fine to know hat it the mechanism/rule for  ticket auto 
>> assignment (random?).
>>  -Martin
>> Am Donnerstag, 7. September 2017 11:18:35 UTC+2 schrieb Vishnu S:
>>> Hi there,
>>> We'd like to build a simple ticket auto assignment plugin for Zammad. Is 
>>> there any starting point for this? How do we go about writing a plugin?

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