Overview
Customers need work request assignment logic to rotate by shift instead of assigning all requests to the same team regardless of when they are submitted. The goal is to ensure work requests are routed and rotated only among technicians who are working the relevant shift, with additional handling for shift transitions and after-hours coverage.
Current Limitations
• Work requests do not support rotating assignment rules by shift.
• Requests submitted during Day shift and Night shift are assigned to the same technician group.
• The system does not differentiate assignees based on when the work request is created.
• There is no automated logic for overlapping shifts or after-hours on-call assignments.
General Example
A facility has separate Day and Night shift technician teams. A work request submitted during the Day shift is assigned to the same team that also receives Night shift requests. As a result, Night shift technicians may receive Day shift requests (or vice versa), causing confusion, delays, and missed handoffs.
Requested Enhancements
- Enable rotating work request assignment rules that are tied to shift schedules.
- Ensure work requests submitted during Day shift rotate only among Day shift technicians.
- Ensure work requests submitted during Night shift rotate only among Night shift technicians.
- Add configurable overlap windows (e.g., 1 hour before shift end) where requests can be assigned to both the current and upcoming shift.
- Add after-hours assignment rules that route requests to an on-call technician based on a preset schedule.
- Provide optional SMS/text message notifications to directly alert the assigned or on-call technician for after-hours or critical work requests.
Business Value
• Prevents work requests from being assigned to the wrong shift.
• Improves response times and accountability.
• Reduces manual reassignment and supervisor intervention.
• Supports 24/7 operations with clearer ownership and coverage.
• Enhances reliability for urgent and after-hours requests through direct notifications.
