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Wes Barnes Case Assignment based on Opened Cases...
All --
I am looking for a way that I can assign cases using a case assignment rules based on the number of cases that a support rep has open, on hold, etc, basically anything that is not closed. I would like to assign the case to the rep with the lowest number of cases assigned to them but I cannot seem to find a count field or any way to count open cases for a user.
Any ideas?
BluIdTi2grWes,
If you get a good answer, let me know :smileyhappy: I'm looking for similar complex assignment capabilities. In addition to trying to evaluate the number of cases already assigned to an engineer, I need to be able to evaluate whether an engineer is "active" or not before assigning cases. Otherwise, the more manual round robin rules I currently have in place will "blindly" assign to engineers who are out for the day.
If I find a way to make the rules consider the number of cases - I'll let you know.
Jean