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Auto assigning a newly created ticket

Steve Grusis

Since we do not have a dedicated helpdesk person, we are looking to auto-assign tickets that users create. I understand one can use rules, but with a limit of 20 rules (I understand) and nearly 20 tech's and areas of responsibility, I'm guessing that the rules will be used up before all the auto-assigning has been defined. I also understand that Queues are available but challenging to use for auto-assigning.

I recently wrote a post asking about how to get ahold of a human that works for Jira, but answers received indicate I can't. this is part of my research to determine if we purchase this product.

Accepted answers

Jack Brickey

How would you plan to auto assign issues? Would this be random or would there be specific theories of responsibilities by agent? The solution I would recommend depends on the answer to my questions. For example you could choose to use request types or something other field.

All comments

Markus_rixsng

Hi Steve,

I'd recommend you read the Automation for Jira rule and execution caps for the different offerings on the link below.

https://support.atlassian.com/jira-cloud-administration/docs/explore-jira-cloud-plans/

You can have unlimited SINGLE project automation rules.

Hope this helps.

Cheers,
Mark

Jack Brickey

Steve Grusis

Thanks Mark. I"l check it out.

Steve Grusis

It would be by responsibility. Eg. phone problems go to the phone guy. Web problems/requests to the web programmer, SQL report problems/request to one of non-web programmers, or one of two DBA's depending on if report is for HR, Financial aid, or other department.

Jack Brickey

That would equate to request types then. Automation is definitely the way to go however as I see you are free you’re really going to be limited here. Ultimately I think you’re gonna be looking at moving up to standard or changing your requirements. for example you could use queues as you pointed out. Define the queues based on the request type and you can name the queues based on the agent.

Steve Grusis

Thanks Jack. It looks like I have to do a little reading on some documentation.

When you refer to "free" and "Standard", I'm guessing you are referring to purchase (or test) levels. For the record, It would be nice if Jira had a human, sales or not, that I could confer with before purchase.

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