Automatic task distribution based on employee status

[Varvara K_]

How to create a mechanism:
1. An employee arrives at work and presses a button indicating they are active.
2. A second employee arrives and does the same.
3. Tickets are automatically distributed among active employees.
If an employee needs to go somewhere, they press a button indicating they are no longer active, and tickets are no longer distributed to them.

[Tuncay Senturk _Snapbytes_ · Accepted solution]

Hello @Varvara K_ 

While (as @Deivid Araujo ,it's technically possible with Automation, it quickly becomes complex (multiple rules, manual field toggles, fragile logic).

That's why our team implemented SnapAssign – Smart Assignments for Jira.

• You can set up working hours, shifts, holidays and all work according to the calendar and its timezone

• Users can mark themselves Active / Inactive

• Only active users receive tickets

• Automatic round-robin or load-based distribution

• No manual list or rule maintenance required

• ...

I’m one of the folks behind SnapAssign. The app is free until March 2026, so you can try this setup without any cost. Please let me know if you have any questions. We can help you in either case.

[Deivid Araujo]

Hi Varvara!

You can implement this with three automation rules.

First, create an automation for activation. When an employee arrives at work, they run a manual automation indicating that they are active. This automation uses the Jira REST API to add the user who triggered the rule to a specific group, such as on-duty-agents. Being part of this group means the employee is available to receive tickets.

The second automation handles deactivation. When an employee needs to step away or ends their shift, they run another manual automation to indicate they are no longer active. This automation removes the user who triggered the rule from the same group using the Jira API. Once removed, the employee will no longer be considered for ticket assignment.

The third automation is responsible for ticket distribution. Whenever a new ticket is created or reaches a status where it should be assigned, this rule automatically assigns the issue using the “assign issue → users from a group” action, pointing to the on-duty-agents group. Jira then distributes tickets only among users who are currently active.