JSM assigning tickets from Opsgenie on-call callandar if more than one people is on-call

Mara Reininger

Hi is there a way to balance JSM tickets if more than one people is set on at the same time as on-call for a team/group?

I would like to be able to use opsgenie to establish an on-call team (more than one person would be online) and distribute the work between them . 

I know that for JSM we can use 3 different options to automatically assign the tickets (round robin, random, etc) from a group of users and now we can also select on-call from opsgenie but there is not an option to do both at the same time.

The idea to use opsgnie is to be able to define a rotating schedule calendar and adjust who is online but also to keep balance between team members as more than one person would be online to work on tickets. 

 

this is related to https://community.atlassian.com/t5/Jira-Service-Management-articles/Assign-requests-to-agents-based-on-the-hour-of-the-day-on-call/ba-p/2553353 

Mikael Sandberg

Currently this is not possible since the assign issue component in automation only support a single user being on-call at the time. I wrote about a solution to this in this article, you can do it by using IPaaS, in my case tray.io. You could probably do it with just automation, but you would not be able to randomize/round-robin it since automation do not have a randomizer.