Hi Sujith,
As of now we do not have an option to configure technician auto assign based on different shift timings. The operational hours that you define is for calculation of SLA for that site.
Also if you have marked leave and if the request that is getting assigned to you has the due by date on that day you have configured leave, then the ticket will not get assigned to you. If you have marked leaved for today and the request due by date is tomorrow, then the request will get assigned to you.
Since we have not brought in shift based technician auto assign, you need to configure leave on all the days that you will not be working. This is the current design of the application.
However we have plans to bring in shift based technician auto assign in one of our hotfix.
Regards,
Santhosh Mahiban
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
As of now we do not have an option to configure technician auto assign based on different shift timings. The operational hours that you define is for calculation of SLA for that site.
Also if you have marked leave and if the request that is getting assigned to you has the due by date on that day you have configured leave, then the ticket will not get assigned to you. If you have marked leaved for today and the request due by date is tomorrow, then the request will get assigned to you.
Since we have not brought in shift based technician auto assign, you need to configure leave on all the days that you will not be working. This is the current design of the application.
However we have plans to bring in shift based technician auto assign in one of our hotfix.
Regards,
Santhosh Mahiban
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice