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.
