Methods of Reassigning Unassigned Jobs
When jobs are logged to a skillgroup unassigned job queue, by whatever means available, a pool of jobs will be available to be reassigned to the members of the same, or different skillgroup. There are a few ways to reassign jobs from an unassigned job queue to a particular staff member depending on which methodology suits your organisation.
Self Allocating
Self allocating involves a group of Staff who are members of the same skillgroup who are all monitoring their unassigned skillgroup queue and manually reassigning a job to themselves when they are free of other tasks. This is the simplest but inherently most unfair method as conscientious staff are likely to be doing the bulk of the work while others will pick and choose the easiest tasks. The following methods would be used by each staff member each with its advantages and disadvantages as follows.
- Quick re-assign Job to me by right mouse clicking on the job in Explorer from the unassigned skillgroup queue and selecting this option. This is the quick and easy method however may cause multiple staff users “fighting” over the same job due to queue refresh delays which may be many minutes depending upon refresh settings each individual user has selected in their Desktop explorer or their web browser settings for the web portal.
- Action re-assign by adding an action and selecting the new assignee from Explorer, the Job, a Workflow action
See Also
Concepts : Job ownership and assignment
Applying actions to multiple jobs
Notifying staff and clients about the new assignment
Sending email from the action screen
Email Templates (Use to send an email to the new assignee)
Queue Management and Auto-assign
System Administration - Auto Assign Precedence settings
For automatic job re-assignments, see the following:
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