JIRA Service Desk: Automation, temporary rule assignments when team member is on vacation.

Gary Horning

Hi,

Here is my situation in JIRA Service Desk:

-I have automated rules for customer issue (ticket) assignment.

-Team members will be starting vacation. I want to temporarily assign their customer tickets to another team member.

Is it possible to 'easily' forward ticket assignments to another team member by using e.g. Team members' global availability feature? Or do I have to go and modify each automation rule seperately?

Thanks for any help!

br:gh

 

 

Jack Brickey

Gary,

it appears you are using Portfolio in addition to JSD. I am not familar w/ Portfolio so can't help there. However, could you not simply create a PTO-Automation rule that looks something like below?

The idea being, when someone is out you can edit the IF portion for the assignee and the dates out. Edit the THEN to redirect. FWIW, in my world all issues come in unassigned and I have a team that triages all incoming issues to set the assignee and work the issues so PTO assignments aren't an issue.

I understand the desire to have this automated based upon the resources availability for sure and maybe using Portfolio or Team Calanders there is a way. Just not sure myself.