# InBox AutoAllocation

Versão 7.0.1

Date of Creation 2018-07-12

# Resources

This module provides the auto ticket allocation feature.

Checking open tickets at the configured time, on the current day, and without owner (with login owner root@localhost).

To allocate, you must add the attendants to the AutoAllocation group. And you also need to enter the states and queues of so-called filtrates to allocate in module configurations.

The attendant for this group who has the least number of open / new and allowed tickets in queue will be checked so that the call is transferred to him.

# Prerequisites

# Framework

The following Znuny framework versions are supported:

• [7.0.x]

# Modules

The following modules are required:

• InBox Core 7.0.1 or superior

# Operational system

The following operating systems are required:

• [None]

# Third Party Software

The following third party software is required:

• [None]

# Configuration

This module can be configured via "System Configuration" in the administrative interface. The following configuration options are available:

# Add states to filter

In this configuration must be informed the states to filter the calls that will be allocated. To do this navigate to 'Administration -> System Configuration' and search for 'AutoAllocation::Core::AutoAllocationStates':

And enter the name of the desired states, only one on each line.

# Add rows to filter

In this configuration the queues must be informed to filter the tickets that will be allocated. To do this navigate to 'Administration -> System Configuration' and search for 'AutoAllocation::Core::AutoAllocationQueues':

And enter the name of the desired queues, being only one on each line.

# Add Minutes of Ticket Creation Time

In this configuration, the time in minutes that the call is after being opened with the user Admin Znuny must be informed before this time is allocated to another attendant.

To do this navigate to 'Administration -> System Configuration' and search for 'AutoAllocation::Core::AutoAllocationTime':

# Create user group

A user group named 'AutoAllocation' must be created in your Znuny. If not create as below and associate with attendants.

Do not add the root@localhost user to this group.

# Allocate tickets to online agents only

With this setting enabled, tickets will only be allocated to agents who are online.

To do this navigate to 'Administration -> System Configuration' and search for AutoAllocation::Core::EnableAgentOnOff

# Enable status option for agent

With this setting active, the function of agents being idle on the system will be enabled. Agents with inactive status will not receive tickets through AutoAllocation.

To do this navigate to 'Administration -> System Configuration' and search for AutoAllocation::Core::EnableAgentStatus

Note: for this setting to work, the AutoAllocation::Core::EnableAgentOnOff setting must be enabled.

# Enable lock option for agent

With this setting enabled, the ticket will be blocked for the allocated attendant.

To do this navigate to 'Administration -> System Configuration' and search for AutoAllocation::Core::TicketLock

# Use

# Allocate Calls to Attendants

A cron starts every 1 minute for standard time. It checks to see if it has open calls on the day, more than the configured minutes, in the configuration states and if the owner is root @ localhost. Once this is done, it checks which attendant of the group entered in the configuration and with permission in the ticket queue has fewer open and new tickets and allocates the ticket to it.

For example:

The module has been configured as follows:

A ticket has been opened with the attendant 'Admin Znuny' as owner and with the configuration parameters:

After waiting for the configured time and the cron to run, the owner was modified:

# Graph of open / new and closed calls by attendant

With the configuration Frontend::Module###AgentAutoAllocationDashboard active, go to 'Indicators -> Ticket by attendant', where the open / new and closed tickets by attendant are displayed, and you can also filter by attendant:

# AutoAllocation Generic Agent

It is possible to use generic attendants to perform an automatic allocation, in which case it is necessary to disable the cron configuration Daemon::SchedulerCronTaskManager::Task###AutoAllocation

To create a functional generic agent, you need to meet the following requirements:

• Use Custom Module Kernel::System::GenericAgent::AutoAllocation
• In Update/Add Ticket Attributes set config "Set new agent/new owner:" to "Admin OTRS"

It is possible to define the status of the tickets counted for each attendant in AutoAllocation::Core::AutoAllocationStatesGenericAgent

# Enable status option for agent

With the configuration active, this icon will appear in the header of the page.

When clicked, the agent will have a status of inactive. A notification will appear.

You will also be able to see the agents that are in idle status by the Logged-In Users widget