Add in the same auto assignment methods to Remedyforce that are/were available in Remedy as per below from https://docs.bmc.com/docs/ars1908/auto-assignment-methods-866350296.html
The assignment method determines who is assigned to an issue when more than one person matches the qualification. In such cases, the following assignment methods can be specified in an assignment rule to automatically assign the issue:
- Round Robin — Assigns the issue to the person who has gone the longest since receiving an assignment.
- Load Balance by Number — Assigns the issue to the person who has the fewest number of issue assignments.
- Load Balance by Capacity — Assigns the issue to the person who has the lowest capacity ratio.
The current Round Robin only approach is working, but it is causing our staff's queues to become unbalanced, having the option to load balance would help us greatly.