Optimizing Ticket Assignment Through Group Role Assignment with Agents' Busyness Degree

The optimal assignment of Information Technology (IT) tickets is a critical solution in our ever-expanding digital age. To maximize efficiency and minimize the burden on IT staff, this article proposes a novel approach: the Stacked Role Assignment (GRAABD-WS). GRAABD-WS leverages the principles of E-CARGO, an object-oriented framework designed to solve complex systems. The core concept involves mapping the relationship between tickets and technicians, described as roles and agents, respectively. We evaluate the suitability of technicians for specific tickets by assessing their individual workloads and skill sets, resulting in an “Agent Fitness” value. This value varies based on the roles required by each ticket. By ranking technicians based on their abilities and current workloads, GRAABD-WS ensures that the most suitable technicians are assigned to each task. The effectiveness of this algorithm is demonstrated by its ability to optimally assign 11 agents to 40 tickets within 3.71 seconds. The results highlight the potential of the Stacked Role Assignment algorithm to enhance IT ticket management, providing a robust solution for dynamic and complex IT environments.