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Automatically allocation ticket by queue

Aleksandr Ganiyev

Hello everyone,

I am using JIra Service management App.

I have issue related to "Automatically allocation ticket by queue" maybe someone can assist me with this issue.

My project receive tickets(Service Requests) - and i would like to allocate them automatically to several employees by scheduler depending on how much tickets have each employee.

For example i have 3 employee

1 employee has 5 tickets
2 employee has 7 tickets
3 employee has 4 tickets

I want to automatically send new ticket to the person who has smallest amount of tickets

Can someone assist me with this issue - how can i do it properly or maybe i need to buy additional App to do it.

Thanks in advance.

Accepted answers

Rilwan Ahmed

Hi @Aleksandr Ganiyev ,

You can do it by making use of project automation. Create Rule as below.

i.e. Go to Project settings --> Automation --> Create new

Create a trigger == Issue Created
Then Add an action == Assign Issues

Assign the issue to == A user in a defined list:
Method to choose assignee == Balanced Workload
User list == Add the required users

More options to assign issues is described in https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Automationactions-AssignIssue

All comments

Rilwan Ahmed

Hi @Aleksandr Ganiyev ,

You can do it by making use of project automation. Create Rule as below.

i.e. Go to Project settings --> Automation --> Create new

Create a trigger == Issue Created
Then Add an action == Assign Issues

Assign the issue to == A user in a defined list:
Method to choose assignee == Balanced Workload
User list == Add the required users

More options to assign issues is described in https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Automationactions-AssignIssue

Aleksandr Ganiyev

Hi @Rilwan Ahmed ,

Many thanks, i will check it.

Aleksandr Ganiyev

Hi @Rilwan Ahmed ,

I did it as you said but i faced with issue,

I have created automation process and indicated 3 employee

Ahmad - originally had 3 tickets

Ikram - originally had 2 tickets

Nijat - originally had 1 tickets

Then i launched automation process

As expected first ticket was assigned to nijat - Test 1 - Balanced Workload
Second to Nijat - Test 2 - Balanced Workload
Amount

Ahmad - originally had 3 tickets

Ikram - originally had 2 tickets

Nijat - originally had 3 tickets

But then something went wrong that third ticket was assigned to Nijat also and fourth also

Then i deleted Nijat from automation process

Amount

Ahmad - originally had 3 tickets

Ikram - originally had 2 tickets

and ticket was assigned to Ikram(Test 9 - Balanced Workload) and next to ikram(Test 10 - Balanced Workload)

Then i added Nijat again to Automation process

Amount

Ahmad - originally had 3 tickets

Ikram - originally had 4 tickets

Nijat - originally had 8 tickets

And something what i don`t understand next new ticket was assigned to Nijat again(Test 11 - Balanced Workload), and again (Test 12 - Balanced Workload)

Maybe i need to change something in field "JQL to restrict issues" - "statusCategory != Done"

Jira - 10.png

Rilwan Ahmed

Hi @Aleksandr Ganiyev ,

System checks for all the tickets assigned to the user and which is not resolved. Not only the present created tickets. Please run the JQL for three users and see their total non-resolved tickets.

Project = GIIS and Assignee = Nijat and resolution = Unresolved
Project = GIIS and Assignee = Ahmad and resolution = Unresolved
Project = GIIS and Assignee = Ikram and resolution = Unresolved

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