Tickets Auto Assign

Sampath_z585xx

Team

 

I need to do auto assign the tickets, when it arrives in triage. We have 3 rotational shift peoples. Each shift we have 2 members , So when ticket arrives in Triage it should auto assign 2 members in shift . How it is possible ? Please advise here.

 

Thanks

Jack Brickey

You could create three shift groups and add the appropriate members to each group. Then you could set up an automation that would trigger on issue creation and use an IF/Else condition that checks the time of day and as an assignment of the issue and either a round robin or workload manner. Useful reference - automation-actions