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Team work flow optimizations

Idham Zainal

Hi team,

Keen to get some insights on the following:

Background

We are currently using Service Desk to manage requests on a global basis. Our teams are located in 2 location - NYC and SG. Within Service Desk, we have also implemented office hours so as to pause SLA if a ticket is created outside of it.

Question

How do I set up a workflow where:

If tickets are created within office hours and not assigned or there's no status change, it is assigned to the other office lead when it is outside the office hours

Keen to get your inputs

Accepted answers

Gaurav_0av1h6

Hello @Idham Zainal

This is possible using Automation.

A simple automation rule can say that if the ticket is not assigned or not worked for 'X' hours, it will be assigned to someone.

This can be further customised and enhanced as per the business requirement.

Let me know if this helps and if you need further help in setting the automation rule.

Kindly accept the answers, if it helps resolve the query.

All comments

Gaurav_0av1h6

Hello @Idham Zainal

This is possible using Automation.

A simple automation rule can say that if the ticket is not assigned or not worked for 'X' hours, it will be assigned to someone.

This can be further customised and enhanced as per the business requirement.

Let me know if this helps and if you need further help in setting the automation rule.

Kindly accept the answers, if it helps resolve the query.

Idham Zainal

Thanks! Let me take a look.

Idham Zainal

@Gaurav can you give me an example of how it will look like with Automation? I am playing around with it but unfortunately am unable to find the solution to my request.

While we can look at "not assigned or not worked for X hours", I am looking at more of:

If ticket is not assigned or status=in progress after 6pm EST, assign to SG
If ticket is not assigned or status=in progress after 6pm SGT, assign to NY

Looking forward to your response!

Gaurav_0av1h6

Hello @Idham Zainal

The rule for this can be set up in the following manner:

Setup the trigger as Scheduled
Use the JQL to identify the issue which fit the criteria
Assign the rule to the appropriate assignee

This would require 2 separate rules, 1 for each time zone. The below screenshots capture the steps.

Let me know if this helps and if you need further help in setting the automation rule.

Kindly accept the answers, if it helps resolve the query.

Schule Rule 1.JPG Schedule Rule.png

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