How to assign ticket to the agent who is online?

Question

Hi all,

Is there a way to assign a newly created ticket to an agent who is online?

I used Load Balancer to assign a ticket to the group, but it takes into consideration the agents who are not online too. It would be better if the new ticket is assigned to the agent who is online with the least number of open tickets in that particular group.

Any ideas on how can I achieve this or possible workarounds?

Marc -Devoteam- · Answer

Hi @Neeraj_Prabhuram

I don't think these can be combined at this monment.

This also when reading another older post on the community -> Create-a-round-robin-on-call-schedule-in-Opsgenie

There is also an open feature request for this -> JSDCLOUD-13054

Neeraj_Prabhuram · Answer

Hi Marc, thanks for your response.

We have our integration with Opsgenie in our JSM and have followed all the steps you have mentioned.

Now, the problem is when more than 1 agent is working on the same shift timings. The ticket keeps getting assigned to the same agent.

We'd like the tickets to be assigned to the agent with the lowest number of open tickets. We couldn't find an option that does this.

The expected solution is that the ticket should be assigned to the agent who is on shift (achieved by Opsgenie) and also who has the least number of open tickets.

Marc -Devoteam- · Answer

Hi @Neeraj_Prabhuram

Welcome to the community.

You might want to see to integrate On-Call (opsgenie) in your JSM.

Here you will be able to create teams and set on-call schedules. In theses schedules you will be able to define who is working when.

In you automation you could then set the assignee option to "on-call responder", you are then able to select the team and the related schedule of the team.

use-opsgenie-with-jira-service-management-cloud