Assigning ticket to the next on-call person

Jakub Drabik

Hello, community,

We implemented JSM quite recently. First, the alerts went through OpsGenie, and now we have it all integrated. 

 

As I understand, in order to be notified about an incident, an agent must be assigned to the issue. We do so using the Automation that automatically assigns the issue to On-call responder. 

 

However, that fails if there's currently no on-call responder. We don't have 24/7 SLA, so there are blank timeslots. However, we want to be notified about the incident first thing in the morning when the SLA shift starts. 

 

How can we achieve that? 

Marc -Devoteam-

Hi @Jakub Drabik 

Welcome to the community.

No I don't think that is possible.

You might be able to send an API call in the automation and get the next on call responder

api-v1-schedules-scheduleid-next-on-calls-get 

See to extract the user id from the response in a variable, then an assign action where you use the variable.

It a suggestion, you can try. I'm currently not albe to test this for you.