We are a huge global company who run service in all regions. The customers are offshore oil & gas companies who work 24 hour shifts.
We plan to set up a 24/7 service for one type of support for these customers. We will then utilize our support teams who are located in various time zones to process the customers tickets within a couple of hours 24/7. We intend to do this by shifting the responsibility for handling new tickets from one region to the next 3 times during one day and night
Our first idea is to use automation in jira to change the assignee for new tickets depending on the time of the day.
A typical example will be where the customer belong to our West Australia support team
- Default Assignee will be X in our West Australia support team
- If it is outside of normal working hours in Western Australia:, change the assignee to Y in Norway if it is normal working hours in Norway
- If not, change the assignee to Z in Houston if it is normal working hours in Houston
- If the ticket are more than 24 hour old, assine will be X
Do anyone have experience setting up similar "Follow the Sun" 24 hour support in Jira? I am not sure if Jira Automation is the most practical way. It should be easy for the support teams to change the settings for this automations themselves.
