Routing Tickets to a Team based on Location

Steven ls

Hi there,

I am looking at JSM now as a potentially new ITSM solution and have an initial question about ticket routing.

Currently in our system if a ticket comes in from the portal or via email depending on where the user is in Active Directory the ticket is routed through to the Support team at that geographic location (Sydney, LA, Singapore, Vancouver).  Is this sort of thing possible in JSM also.  

So there would be a first and second level team for each location, Sydney tickets would go to the level 1 team, Singapore tickets would go to the Singapore teams queue so on and so forth.

Not sure where to look to find this sort of routing information.

Thanks.

Benjamin_tmh9yg

Hi @Steven ls ,

 

Not sure if there's a mechanism to check with a field to trigger off of. However, if you have a user select their location from a drop down. You can create a Jira automation rule to use that location field, and route the ticket accordingly.

 

Hope this helps.

 

-Ben