[Workflows][Requests] Assign Requests Based on Time Range or Shift
in progress
A
Ari Abdul
Enable workflow conditions to assign requests based on the time or shift they are created. For example:
- Requests submitted between 8:00 AM – 5:30 PM are automatically assigned to Team A
- Requests submitted between 5:30 PM – 8:00 AM are assigned to Team B
Why this matters:
- Streamlines shift-based request handling
- Ensures timely response by assigning to the correct team based on working hours
- To track KPIs of different shifts
Suggested Enhancement:
- Add a time range condition in Workflow settings
- Allow multiple time-based conditions for the same request type
[ALR]
Patrick Sim
in progress
Patrick Sim
under review
Mohd Nazrif Mohd Yunus
This improvement is urgently needed to ensure tickets are routed to the correct team based on the designated time range. This is especially important as we have On-Call teams and office-hour teams within different units of each department. Proper routing will help avoid delays and ensure timely responses.