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Ticket Assignment Queue

Michelle Kirk_71kltq

Hi, we have Jira SM. Is there a way to auto-assign tickets to analysts based on weighting and to switch those individuals' queues off if they are on sick leave, etc.?

It was something we could do when we had ServiceNow via the queue manager. We have the option to auto-route, but can't seem to switch the queues off for individuals.

Accepted answers

Rilwan Ahmed

Hi @Michelle Kirk ,

This can be done using automation rule by defining the list of users and selecting the different methods like round-robin, balanced-workload or random. Sample rule attached for your reference.

All comments

Rilwan Ahmed

Hi @Michelle Kirk ,

This can be done using automation rule by defining the list of users and selecting the different methods like round-robin, balanced-workload or random. Sample rule attached for your reference.

Michelle Kirk_71kltq

Hi thanks for this, but how do you exclude individuals for when they are on leave if we use this method ?

Rilwan Ahmed

@Michelle Kirk ,
Delegation is not a Jira inbuilt feature. You need to look for an app in the marketplace.

https://marketplace.atlassian.com/search?query=delegation&product=jira-service-management&hosting=cloud

Tuncay Senturk _Snapbytes_

Hi @Michelle Kirk

@Rilwan Ahmed is right, delegation is not a Jira builtin feature. Jira Automation can handle basic round-robin or balanced workload assignment, but it doesn’t provide a clean way to dynamically exclude users (e.g. sick leave, holiday, training) without manually editing the rule each time.

If you’re looking for something closer to ServiceNow’s queue manager behaviour, you might want to consider the SnapAssign app our team built.

With SnapAssign you can:

Assign based on weighted distribution or round-robin logic
Temporarily disable specific analysts (e.g. on leave, sick) without changing the rule
Support shift-based availability if needed
Avoid editing automation rules every time someone is out

If you're coming from ServiceNow queue management, it will feel much more familiar.

Best

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