Resources

Dispatching

Use the Dispatching option to determine which reps are displayed in the resource view of the Dispatching Dashboard. You can define any number of conditions for the ticket and for the reps thus determining which reps are available for a specific ticket.

Example: By defining a condition on Problem Group for the Ticket info area and a condition on Problem Group for the Skill info area you can display only reps with a skill matching the selected ticket's problem group.

If no Dispatching options are defined,

• only the current rep is displayed in Aurea CRM win
• no reps are displayed in Aurea CRM web when Ticket-Related Reps is checked.

To define Dispatching options:

1. Select Add/edit value from the context menu.
2. Click on (New) in the Ticket pane and define a condition for the ticket.
3. Enter a name for the condition.
4. Conditions are displayed for three info areas in the Rep pane: Rep, Skill and Group Allocation.

   Click on or (Edit) to edit the conditions that the rep must meet.

   Disable the Active check box to disable a condition.

   Note: Skill and group allocation records are defined in the Rights module, see Skills and Assigning Reps to a Group.
5. Click OK and save the configuration entry.

   When the resource view is accessed from a ticket that meets the condition defined under Ticket, those reps that meet the conditions defined under Rep are displayed.

Special Cases:

• If a ticket does not meet any of the conditions defined for tickets, no reps are displayed for the ticket in the resource view.
• If a ticket meets a ticket condition, but no conditions are defined for reps, all reps are displayed.
• If a ticket meets several conditions, all conditions are taken into account.
• If you define conditions for a rep group, all reps are displayed whose group meets the condition.