Insights for Unassign Tickets

Question

Hello Team,

I tried creating an automation which goal is to look for tickets that were unassigned. I used a time based triggering condition for this automation where it says

When Scheduled: (occurence = run every after 5 minutes) with JQL: assignee IS EMPTY AND created <= -10m 
Then a the component is an IF/ELSE statement wherein:

IF priority matches Critical OR High Assign it to Tier 2 
Else> if time coverage is from 7AM to 4PM Hong Kong time assign it to Tier 1 If outside this coverage assign it to Tier 2.

Will this automation affect platform performance, given that it is scheduled to run every 5 minutes? This automation serves as a safety net, while another automation ensures tickets are auto-assigned to an agent upon creation.
What would be the ideal frequency for this automation to run? Alternatively, is there a more efficient condition to optimize the process?

Rebekka Heilmann (viadee) · Answer

The performance of the rule would depend on the number of issues. If you limit the automation scope by JQL in the trigger - which you did - , this should be fine. If you have a lot of other rules in other projects that run at the same time, performance may be lower as well.

Are you on DC or Cloud?

I imagine the rule is plenty complex. In the future, things like this could be outsourced to a Rovo Agent where the Agent gets a ruleset and assigns the issues accordingly, rather than having multiple if/else branches in the automation itself.

Anyway, I would simply watch the performance over a couple of days in the Audit log and make sure you're getting notified of any issues with the rule.

Zendtest · Answer

Hello @Rebekka Heilmann _viadee_ 
Sure! This is my goal.

First, I would like to set up an automation to route tickets upon creation based on time coverage (day and hours) 
For example:

- Saturday (7AM to 4PM Hongkong time) automatically assign newly created tickets to Agent A. 
- Sunday (7AM to 4PM Hong Kong time) automatically assign newly created tickets to Agent B 
- Monday to Friday ( 7AM to 4PM Hong Kong time) - Assign everything to either Agent A or B depending on their time coverage within this timeframe. 
- Mon-Friday (Europe time 10AM to 4PM) Assign Critical and High Priority ticket to Agent C 
Everything else Assign to Agent D

Is this possible and complex or need a multiple automation creation?

Now, I want to ensure nothing slips through the cracks, so I've set up another automation that runs every X minutes to check for unassigned tickets. This automation is designed to repeatedly scan for tickets without an assignee at a set intervals. Currently, I set it for "5 minutes". Would this frequency be ideal, or could it impact platform performance and limits?

I would greatly value your insights.

Rebekka Heilmann (viadee) · Answer

Hi @Zendtest and welcome to the Community,

Could you give us a little more context at what you are trying to achieve specifically? What happens with the "Tier" afterwards? Assuming that is a custom field?

You would usually catch these sort of things with SLAs that are based on Time and Priority. You can define multiple SLAs and search for breached issues per JQL. Are you using SLAs already?