Need help with a scenerio of mine

HCL Domino Domino Forum
1

I need to see if this may be possible. First a little history. We have an agent which runs and dispatches tickets to different people who support different categories. Now the Dispatch looks, depending on the category who is listed, then checks to see how many tickets those people currently have. Now tickets have a specific weight number depending on the issue. The agent totals the weight and the one with the least gets the new ticket.

Now we are looking to move away from this an have the agent assign the ticket based on the list of agents. When a ticket is dispatched, it will check off that person A was assigned the ticket. The next time a similar ticket is dispatched it will look and see Person A got the last one and assign it to Person B.

Is this possible? I’m drawing a blank as to where it can keep a log on who was assigned a ticket last.

Hopefully I’m exlaining clearly.

Thanks

Edmound

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Subject: Need help with a scenerio of mine

I am not sure I understand your needs exactly.From what I understand, you want each rep to be assigned a ticket one after the other, regardless of its weight number?

So say I have a queue of ticket #1,2,3,4,5

And I have 3 rep, rep A, B, C

Now, you want your agent to assign:

1 → A

2 → B

3 → C

4 → A

5 → B

… and so on? Is that it?

If this is what you are looking for, it is easy.

All you need to do is to keep a profile document in the database where you store the list of reps, and a field on that profile document where you write the current position in the list.

Multiple text value field “List of reps” on the profile document:

Rep A

Rep B

Rep C

Single number value field "Last ticked dispatched to: "

0

Now, your agent will essentially do this:

a) Find the last position in the profile document

b) Add 1

c) If the total is higher than the upper bound of the rep list (Ubound) then go back to 1

d) Assign the rep who’s position is that number in the rep list

Hoping this helped,

Nicolas Abesdris

3

Subject: RE: Need help with a scenerio of mine

Thanks Nicolas,

You are correct in understanding what I’m asking…Your response has provided me a possible solution, which I will try and see if it works…

Thanks