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Is there a way an agent can be opted out of an automation rule?

Michael Manes_xbw6zd

Hello,

I would like to set up my Help Desk/Service Desk project with an automation rule that auto assigns tickets to them in order based on ticket status.

For example, I have 4 Service Desk agents and if there are 4 tickets in the queue the automation rules will auto assign each of them a ticket in order and then if a new ticket comes in it assigns it to the next agent.

Is there an ability to have an agent not be part of this rule, say they are working on a different project, and we don't want to assign them tickets, so the ticket doesn't fail SLA?

Accepted answers

Christopher Yen

Hi @Michael Manes ,

Under the "Assign Issue" action the round robin assignment function should be able to distribute the load between your agents. But in terms of excluding an agent it seems like using the user defined list and just excluding them would be the most straightforward way.

2025-03-31 19_33_51-Rule builder - Automation - Service Desk - Jira.png

2025-03-31 19_35_38-Rule builder - Automation - Service Desk - Jira.png

All comments

Christopher Yen

Hi @Michael Manes ,

2025-03-31 19_33_51-Rule builder - Automation - Service Desk - Jira.png

2025-03-31 19_35_38-Rule builder - Automation - Service Desk - Jira.png

Tuncay Senturk _Snapbytes_

Hi @Michael Manes

In addition to what @Christopher Yen mentioned, if you are open to using a free app in the Marketplace, you can try SnapAssign, which allows you to exclude users from specific rules and/or shifts. I am one of the people behind this plugin and am happy to help if you have any questions.

Michael Manes_xbw6zd

Thank you I was able to create the round robin approach for my team to assign tickets.

Michael Manes_xbw6zd

With your app, could an agent remove themselves from a rule on the fly, with a toggle or switch? We currently use a ticketing system that has this built in.

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