Allocation of tickets by workload with specific schedules

[Joseph Medina]

Hello good afternoon,

Will there be a way to assign tickets by balanced workload with a specific schedule and with spliced schedules? I.e.:

Agent1 schedule 7:00a.m. - 4:00p.m.

Agent2 schedule 9:00a.m. - 6:00 p.m.

Agent3 schedule 2:00p.m. - 11:00 p.m.

Currently I have it automated with the active balanced load but the tickets are assigned at any time and to any agent depending on the load it has.

I am looking for more than anything is to respect the work shifts of the agents and also that they are not assigned tickets outside working hours, I am attentive to your comments and thank you very much for your support.

Greetings!

[Kristján Geir Mathiesen · Accepted solution]

Hi @Joseph Medina and...

This cannot be achieved with out of the box functionality. You'll have to look to the Marketplace to see if you can find something. At my company, we recently added Time Off Management and Auto Assignment app to our instance and it seems to be working great, at least for our use case. But you would have to investigate the apps for your specific use case.

HTH,
KGM

[Joseph Medina]

Thanks for the help, I implemented the application you suggested and it seems to be working according to my needs.

[Mikael Sandberg]

Hi @Joseph Medina,

Welcome to Atlassian Community!

Have a look at this question, it describes how this can be done using automation. Basically what you do is getting the hour when the request is created and then use the if/else condition to assign using the balanced workload based on the hour.

Another option would be to use Opsgenie and the on-call schedule, the only drawback is that you would need an iPaaS application since the assignment option in automation when it comes to the on-call schedule only supports a single user being on-call at the time. 

A third option is to look at some of the apps in the Marketplace that allows you to do this. 

I am using the on-call schedule to do this together with tray.io to set the assignee based on a round-robin assignment.