We use it for sales.. but have never thought about implementing that.. in what way would you do it?
It might make a good plugin. That way you could have a different round robin for each department.
You might need several staff working on a specific "topic" of ticket for each department.. you could implement a custom ticket-filter to do it.For instance, you could create a new team "sales-rr", "sales-queries-rr" for each "round-robin queue" and add the staff to it, then keep the last assigned staff member per queue in a variable somewhere, whenever you get a new ticket for a team ending in -rr, simply check the appropriate list, find the next member and assign the new ticket to them.. could work.
// psuedocode..
$ticket; // should be available to a ticket-filter, might not be called this.
$queue_name = $ticket->getTeam;
// see if team/queue name ends in -rr otherwise don't use round-robin system.
if (substr_compare ( $queue_name, '-rr', - 3, strlen ( $queue_name ) ) === 0) {
$team = new Team ( $ticket->getTeamId() ); // generally.. needs work!
// check the last assignment
$last_assignment_id = db_query (); // ... SELECT rr_queues_$queue_name FROM My_VARS .. or something
$assign_to_next_staff_member = false;
$members = $team->getMembers();
foreach ( $members as $staff ) {
if ($assign_to_next_staff_member) { //if this is the one immediately following the last assigned staff, use it!
assign_ticket($ticket,$staff);
break;
}
if ($last_assignment_id == $staff->id) {//check each staff in team to see if they were the last one assigned a ticket
$assign_to_next_staff_member = true;
}
}
if(!$ticket->isAssigned && $assign_to_next_staff_member){
//last member of team was assigned for the last ticket, assign to first staff member.
assign_ticket($ticket,$members);
}
if(!$ticket->isAssigned()){
$ost->logError('Failed to assign ticket to round-robin queue ' . $queue_name, 'Ticket: ' . $ticket->id);
}
}
function assign_ticket($ticket,$staff){
$ticket->assignToStaff ( $staff, 'Auto-Assigned by round robin' );
db_query (); // update myvars... save the $staff->id to the table..
}
