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How to leverage auto assign automation with out having to manage the user list

Joshua Arfsten

Hello Team, I'm looking to solve a problem. I want to use Automation to Auto assign issues created to agents. However, I'm having a hard time finding a way to manage the users list without having to go in every day to update the list. Here is the problem statement: How do I auto assign an issue to an agent and while taking to account if they call out or go on vacation without manipulating the user list every day.

Accepted answers

Alex Koxaras -Relational-

Hi @Joshua Arfsten

Out of the box you can't do that. You have to tweak something, whether it's a list or a group.

You can't either have in automation a predefined list
You can work with groups
You can work with project roles

In any of the above cases, you have to change one of the above selection. That is out of the box functionality. There could be other apps which could do that, but to be honest I haven't had the need to look for one.

Finally you could look into user entity property. However, someone have to mark the absent user as absent. Do you have any considerations about the last sentence? How do you know which user is on vacation?

All comments

Alex Koxaras -Relational-

Hi @Joshua Arfsten

Out of the box you can't do that. You have to tweak something, whether it's a list or a group.

You can't either have in automation a predefined list
You can work with groups
You can work with project roles

Mikael Sandberg

Soon you would be able to use the on-call schedule in Opsgenie for the auto-assign, this feature is on the schedule to be released in Q1 2023.

Joshua Arfsten

Hello Mikael, the On-Call schedule would be great to explore, I feel that will have a lot of uses with current Manual Functions.
@Alx we have a SOP where we "LOG" our Vacation time on a Team Calendar, so i think that would be pretty easy, however I'm pretty sure that Entity property is reserved for admin at the higher level and not everybody has those perms. I thought it as kinda odd to have the ability to auto assign to users but not an easy way to "exclude" users when they call out. Without these capabilities, it puts a strain / responsibility for a Manager or Team lead to constantly update the "list".

Alex Koxaras -Relational-

@Mikael Sandberg it seems that you will have to tweak the schedule if an urgent day off takes place. But the good thing is that in any other case, you will schedule once and that's it.

@Joshua Arfsten If you are a Project admin, I would suggest for you to experiment with roles. Just grant/revoke role membership and you are done.

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