Assign a ticket using a balance workload rule and call-on schedule

Rocio Lechuga

I am trying the free-cloud version for a service desk. I am using the balance workload rule (JSM) and I defined a call-on schedule (opsgenie) but when the customers (unlicesed user) raised issues by the portal, the assigment of issues to the agents only considered the rule criteria and I would like that the assigment to consider the balance workload according to the call-on schedule of the agents, is that posible? 

Thanks in advance

Joseph Chung Yin

@Rocio Lechuga -

Please take a look at the previous community posting and too see if this can help you out - https://community.atlassian.com/t5/Opsgenie-questions/JSM-assigning-tickets-from-Opsgenie-on-call-callandar/qaq-p/1585950

One thing, I am not certain is that your JSM plan is free, thus this means that you only get 3 agent seats provided to you.  So, I don't know if you have more users defined in your Opsgenie on-call calendar.  In JSM, you can only assign issues to users with agent licenses.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.