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Use automation to assign a Team to a project based on a schedule

SAFE Customer Support

I'm hoping someone can help me figure out if there is a way to do this -

I would like to use an On call rota in the Operations scheduling section to then assign a Team permission to the Support project so they can access the tickets out of hours (based on the rota)

I've created the Team and the schedule for testing - just need to work out if there is a way to restrict access to the Team based on the schedule - so they only need access from 4pm to 8am weekdays and then all day on Weekends.

I'm hoping there is a way - I've just not worked it out yet!

Thanks all in advance - Lucy

Accepted answers

Matteo Vecchiato

Hi @SAFE Customer Support

Thank you for your question.

There isn't a way to limit the agents acces for some hours. You can limits the acces for some work items, at work item level and not by time, through issue security level.

If you have scriptrunner, or others scripting tools, you can try to block at change status level, adding some advanced conditions, allowing only the visibility in read-only.

I hope it helps

All comments

Matteo Vecchiato

Hi @SAFE Customer Support

Thank you for your question.

There isn't a way to limit the agents acces for some hours. You can limits the acces for some work items, at work item level and not by time, through issue security level.

If you have scriptrunner, or others scripting tools, you can try to block at change status level, adding some advanced conditions, allowing only the visibility in read-only.

I hope it helps

SAFE Customer Support

Thank you, that's a shame - so if I was thinking about a workaround, could i set up some automation to copy a created ticket based on the schedule and priority to another project so they can work on it and see it?

And if they work on a clone, can we then set it so their responses update the original and then the customer as well?

I'm thinking that would work but might be a bit awkward to implement - based on the schedule options in automation I've seen so far!

Matteo Vecchiato

Hi @SAFE Customer Support
Yes, you can think also on a dual/cloned work item; generally it's not what I prefer, because a complete sync between differents work items is not very easy to implement and generating a double source of truth is not the best approach, in my opinion.

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