How to auto-assign ticket to a manager when the ticket SLA is breached ?

Question

We have different groups, and each one has a manager, how to auto-assign this manager based on the group selected of the request type, without adding this manager manually?

Is there a way to set a manager for each group natively or a workaround in JSM to do so, that will help us notify the managers of groups when their associated ticket SLAs have been breached automatically?

Vijay Dadi_b69v44 · Answer

Dear @Mina Soultan

You can have a automation like below but there is no manager concept. You can assign it an individual who is acting as a Incident Manager within your organization.

Hope this helps !

Vijay

Vijay Dadi_b69v44 · Answer

Hello @Mina Soultan ,

You can have a automation like below but there is no manager concept. You can assign it an individual who is acting as a Incident Manager within your organization.

Hope this helps !

Vijay

Jack Brickey · Answer

Hi @Mina Soultan ,

there isn't a concept of manager/ leader of a group. You could use Automation to reassign on breach, however you would have to make your reassignment static within the rule. The rule would trigger when the SLA was breached, and then use an If/else block to check if the assignee is a member of a group and if so reassign to a specific user, I.e. the manager.