Hi all,
I'm finally getting closer to finishing up a project I've been working on for a while with Flow and Sharepoint but I'm missing my last essential step and was wondering if my awesome idea has any way to be implemented.
I've built a list app using a slightly modified version of one of the built in ones where I have a tracker of some sorts for my service desk. It'll populate tickets (automatically) in chronological order as they hit our Team, populate other data such as short description, priority, region, time, etc.
Our queue manager would then focus on the Assigned To column and assign the ticket manually to someone on the team. This then triggers a Teams message with an adaptive card that is sent to the agent notifying him he has a new ticket and needs to get to work.
Thing is, I'm wondering if it's possible at all to automate the assigning of tickets. I understand this might be difficult to build but implementing this would essentially make the entire process automated, from when a ticket hits our queue, to the assigning part, to the notification that's sent to the agent using the adaptive Teams card.
I have no idea how to go about it but I'd need to take into accountability the agent's schedules to know when they are available or not. Ideally if agents are available, it would assign tickets and distribute them equally - in other words, try to keep them evenly spread out.
General logic:
If one user is not available (off shift) --> find next available user --> calculate amount of assigned tickets that day(in respect to others) --> assign new ticket --> repeat.
Is there at all any way I can implement that as well as finding a way to upload or have the app read their schedules to determine availability?
Thanks in advance 🙂
EDIT: I can use something like Excel to have their schedules in there and have SharePoint reach out to it? Not sure, just crossed my mind though.
