Auto Assigning and pause extension

[Luis Andino Rodriguez]

We have a IT Support system with multiple agents and I'm looking for a tool where a team lead can decide who is gonna be active for a specific time block and for the agent to be able to pause themself for break and lunch. Is there such an extension out there?? 

[Mikael Sandberg · Accepted solution]

Hi @Luis Andino Rodriguez,

Welcome to Atlassian Community!

Since you are on the Premium plan of JSM you have access to Opsgenie which has on-call schedules that can be used for this. If you have not used Opsgenie so far I would recommend that you migrate to the new UI for operations in JSM, this will allow you to access the on-call schedule from within JSM instead of being redirected to Opsgenie.

I have the same set up for on-call schedules, and as an agent you can go in and manage if you need to pause the schedule by adding overrides. We are also using this schedule to assign requests. There is a limitation in automation currently where it can only get the first on-call user when using the assign component. I worked around that by using tray.io.  Have a look at this article that I wrote about assigning based on on-call schedule.