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Assign assignees based on capacity

Maartje Vos

Hi,

We would like to assign assignees (via automation) based on their capacity (so for instance a colleague is available for 4 days a week and needs to be assigned twice the amount of tickets than a colleague who is available for 2 days a week). Is this possible?

Thanks!

Maartje

Accepted answers

All comments

Marc -Devoteam-

Hi @Maartje Vos

There will be solutions to be found.

I do have a question based on your question.

How can you decide that a person that works more then another person can just be assigned twice the amount of issues?

Derived from this, is also how would you now the impact an issues has on the persons capacity? This can only be achieved if every issue assigned has the same effort.

I doubt this.

Mikael Sandberg

You could do this with automation and the on-call schedule, and you would need to use an iPaaS since automation can only get a single user from the on-call schedule. I use tray.io to do this, and the workflow is basically an automation that triggers on issue creation that calls the tray.io workflow. The workflow gets the list of on-call responders and uses a round-robin selection to set the assignee.

Maartje Vos

Hi @Marc -Devoteam-

Thanks for your reply.

At the moment we already have an automation that assigns assignees based on balanced workload (of the tickets), so this also assumes that all tickets have the same workload (at the moment we have no way to detect the workload of the tickets automatically). So for now we just want to assign tickets based on the availability of a person.