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Auto-Allocation

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Forge AI
Auto-Allocation
Workspace
Admin
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SIMT Analyst
Allocation
Workspace · Allocation status
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Live from Forge-AI-Automations · auto-refreshing

Run allocation

Preview shows what would be assigned (no writes). Run now assigns unassigned tickets in the group live via Tickety, using the same rules as the scheduled allocator. Optionally scope the pass with the filters below.

SIM IDAssigneeSeverityRuleActionTitle

Tickets

Open tickets only — scroll within the box to browse all.

TicketStatusAllocationSevCategoryTypeItemCreatedInitial userInitial mgrAllocated toCurrent userCurrent mgrResolver groupTitle

Allocation alerts

    Activity log

      Recent dashboard actions (kept across sessions; newest first).

      Automation schedule

      The allocator runs unattended on this schedule. Edit it in the Config tab (admins).

      Bulk search & reassign — find tickets and hand them to an available analyst (never auto-writes)

      SIM IDSeverityStatusAssigneeTitle

      Recent reassignments

      SIM IDFromToByWhen (IST)

      Latest reassignments, read from Tickety's event log (authoritative from → to and acting alias). Date filtering, CSV export and the full history — including reopens and resolver-group moves — are in the Audit Trail tab.

      All time

      Per-user allocation status

      Digest times (IST) — pick one or more: + Custom
      User IDManagerTotal openInflowExistingResolvedPendingWIPAssigned / yet to work

      Opens on today (IST) — pick All time above for the full history. Total open = Existing + Inflow · Inflow = opened in the selected period · Existing = opened earlier and still open · WIP = Work In Progress/Researching · Assigned / yet to work = open and assigned to someone who has not posted a single CORRESPONDENCE comment — never touched (the auto-assignment note goes to WORKLOG and does not count). Shown as — if Tickety's event log cannot be read. Resolved/Closed count only tickets finished within the selected period; still-open tickets always appear regardless of when they were created. Live from Forge-AI-Automations. Auto-refreshes.

      Tickets by status

        Tickets by severity

          Aging buckets (open)

          Workload by analyst (open)

          Aging buckets — open age (created → today)

          All time

          Analyst productivity

          AnalystManagerTotalAssignedWIPResearchingPendingResolvedClosed

          Assigned = assigned, no work yet · WIP = Work In Progress · Researching = under investigation. Live per-analyst counts from Forge-AI-Automations. Auto-refreshes.

          All time

          Allocation status

          Date (IST)AllocatedAutoManualAllocated byLast (IST)

          Auto allocations are grouped under System; every manual actor gets its own row per day. Uses the date range above.

          Reassigned & reworked tickets

          SIM IDSeverityStatusReassignsManualUnassignsCorrespondenceReopensAssigneesResolver group(s)Last event (IST)Title

          Counts come from Tickety's own ticket-event log, so they cover the full history. Correspondence counts human CORRESPONDENCE comments only (the auto-assignment note is posted to WORKLOG and never counted).

          Summary subscriptions

          User IDEmail addressActionSlots (IST)Currently subscribedByWhen (IST)

          Every Summary-digest subscribe / unsubscribe, with the send slots that were in force at the time. Uses the date range above.

          Audit Trail — every allocation, reassignment, reopen & group move

          When (IST)SIM IDRule / actionFromToSeverityBySource

          Single consolidated history, read from Tickety's own event log, so it captures assignee changes made anywhere — not just through this app. Source says where each change came from: Dashboard (this app, actor from the signed-in user), SIM UI (someone changed the assignee directly in SIM/Tickety — the alias is Tickety's own record of who acted), or Auto allocator (the unattended schedule, shown as System).

          Schedule

          When the unattended allocator runs. Times win over the interval.

          Run at these times (in the timezone above) — pick one or more:
          + Custom
          Fallback when no times are selected — allocate on this interval:

          Users

          Provisioned in Cognito; their @amazon.com address is registered with SES automatically so email needs no manual step.

          AliasRoleResolver groupAllocationManager

          Bulk users & manager mapping — onboard a whole resolver group in one upload

          Columns: User ID, Manager ID, Role, Resolver Group, Allocation. Only User ID is required — supply Manager ID to set the reporting line, and add Role / Resolver Group / Allocation to create or update the user too. In Excel select the columns and copy & paste below, or File → Save As → CSV and choose the file. Header row optional. Nothing is saved until you review the preview and click Apply.

          RowUser IDManager IDRole Resolver groupAllocationWill do

          Current mapping

          User IDManager ID

          Resolver groups

          Add a group and its tickets flow automatically — no code change.

            Exclusions

            Temporarily skip someone (leave, on-call) without removing them.

              Change audit — CTI / resolver-group / user / schedule changes (who & when)

              When (IST)WhoActionDetail
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