Figure 1.

Steps that User will take to log a call

1. Select Priority
2. Select Department
3. Select Issue Group
4. Based the above selection the case need to be alerted/notified to a group of people in IT West. (Alias Email will be created)

Development Meeting 06/06/2017 (Alvis, Sanjay&Sanjeet)

The following Improvements has been agreed

Add the ability to auto allocate cases

1. Add a new form called "Call Assignments"
2. The user can select a priority, category or group and select a user to assign a case.
3. The option "All" will be available.
4. Add the ability to select "notification users"
5. Create a process that allocated "Unassigned Calls" based on the above rules.The process should default to run every 5 minutes.

Add the ability to transfer "Call Assignment"

1. Add a new form called "Transfer Calls"
2. Add a transfer reason which will be added to call comments
3. Add an entry where a user can select "transfer from " and "transfer to" users.

The process should transfer all open calls from one user to another.

The following changes were made(Include Database object names, Program classes and any other relevant information):

1. Created a new menu for Classification Assignment
2. New maintenance form for Classification Assignment.
3. Created a scheduled process that automatically assigns cases based on the configuration in 1 above.

Added classification assignment on rules and call got assigned to individual users and  also notified users.

Documentation completed on the case.

Documentation updated at Helpdesk -- Maintenace-- Classification Assignment