Auto-Assignment Rules

Auto-assignment automatically routes new incidents to the right team member based on predefined rules. Instead of manually assigning every incident, you define assignment pools — groups of technicians with specific geographic zones, template associations, and rotation schedules.

Note

The Auto-Assignment module must be enabled for your organisation. If you do not see the option in the sidebar, contact your administrator or check the Modules Reference.

How auto-assignment works

When a new incident is created, Nexalix evaluates all active assignment pools to find a match:

1. Template match — Does the pool handle this type of incident?
2. Geographic zone — Is the incident location within the pool’s defined zone?
3. Schedule — Is the pool active at the current time?
4. Member rotation — Which team member in the pool should receive the next assignment?

If a match is found, the incident is automatically assigned to the selected team member. If no pool matches, the incident remains unassigned for manual routing.

Creating an assignment pool

1. Go to Auto-Assignment in the sidebar.
2. Click Create Pool.
3. Configure the pool:

Setting	Description
Name	A descriptive name (e.g., “North District — Water Team”).
Members	The technicians who belong to this pool.
Templates	Which incident templates this pool handles.
Zone	A geographic boundary drawn on the map. Only incidents within this zone will be matched.
Schedule	The days and hours when this pool is active.

4. Click Save.

Managing pool members

Pool members are the technicians who receive automatic assignments. Incidents are distributed among members using a rotation strategy to ensure fair workload distribution.

To add or remove members:

1. Open the pool you want to edit.
2. Click the Members section.
3. Add technicians from your organisation or remove existing ones.
4. Click Save.

Drawing geographic zones

Each pool can have a geographic zone that restricts which incidents are automatically assigned to it. To define a zone:

1. Open the pool and navigate to the Zone section.
2. Use the drawing tools on the map to outline the area.
3. Click Save to confirm the zone boundary.

Incidents that fall outside all defined zones will not be auto-assigned.

Configuring schedules

Schedules determine when the pool is active. This is useful for organisations with shift-based operations — for example, a “Day Shift” pool active from 08:00 to 16:00 and a “Night Shift” pool from 16:00 to 08:00.

Viewing assignment logs

The Logs tab shows a history of all automatic assignments, including:

• Which incident was assigned.
• Which pool and member received the assignment.
• The timestamp of the assignment.
• Whether the assignment was successful or skipped (and why).

Use logs to verify that your rules are working as expected and to identify pools that may need adjustment.

Activating and deactivating pools

You can toggle a pool between active and inactive without deleting it. Inactive pools are ignored during auto-assignment but retain their configuration for future use.

Best practices

• Start with broad zones. Define large geographic areas first, then refine them as you learn where incidents cluster.
• Align pools with team structure. Each pool should correspond to a real team or shift — do not create pools for individual people.
• Use schedules for shift coverage. Ensure every hour of the day is covered if your organisation operates around the clock.
• Review logs regularly. If certain pools are overloaded while others are idle, rebalance members or adjust zone boundaries.