Automatic and random assignment on a ticket type depending on a queue

Question

Hi,

I would like to know if there's a possibility of assigning tickets randomly between two assignees inside a queue. Is there an automation for it? I know there's an option but establishing a condition and I don't want any condition. For example:

Spanish market queue - 2 assignees - 20 tickets

Automatically, as new tickets come in, assign it to one agent or another

Thank you

Fabian Lim · Answer

Hola @Alejandra González

You can use jira automation with the auto assignment action and a combination of "round robin".  You will have to use the JQL to differentiate between the queues.

Here is the link: https://www.youtube.com/watch?v=hEh3MsoUxho

Saludos

Pramodh M · Answer

Hi @Alejandra González

We can achieve this via Automation in Jira in case you are in Cloud

Certainly, queue means it is constructed of JQL and create a group consisting of those two users

Add the Automation to add assignee and method selecting the group you just created

For Server, it's not quite possible without any plugins.

Thanks,
Pramodh