For assignment purposes, Agents can be organized into Teams, such as “Application Support”, “Network Support”, “Development”. Issues can be assigned to the whole Team or to individual users within the Team. This allows an Agent to assign an Issue to a group of people, such as a development Team, without needing to know the individual person who will work on the Issue.
Various assignment options are available to handle automatic Team assignments, including round-robin assignment. Issues can be reported on by Team and custom user roles can be created to handle access to Issues by members of a Team. Agents can be organized into Teams by selecting Administration | Workspace | Teams from the FootPrints Toolbar. The Agents must first be created and be members of the Workspace before they can be added to a Team. Round robin and the other team assignment rules are only applied if no member of that team is already assigned to the issue or is being assigned to the issue along with the team.
The following topics are in this section: