Hey Martin,

Thanks for that.. We'll check it out and will let you know.. :) 



On Thursday, 7 September 2017 18:45:36 UTC+5:30, Martin Edenhofer wrote:
>
> 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: 
> http://guides.rubyonrails.org/v5.0/active_record_callbacks.html
>
> An example in Zammad you can fine here: 
> https://github.com/zammad/zammad/blob/develop/app/models/observer/ticket/user_ticket_counter.rb#L3
>  
> or 
> https://github.com/zammad/zammad/blob/develop/app/models/observer/ticket/close_time.rb#L31
>
>
> In case, just fork zammad on github and I can light you the way directly.
>
>  -Martin
>
>
> 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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