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Automation assignment

Yurii Bohdan

Hello Community,

Is there a proper way to automatic assignment depends on how many active tickets belongs to a user?

Let's say we have two employees involved to resolving issues, Alice with 3 unresolved tickets and Bob with 2 unresolved tickets, in this case ticket should be assigned to Bob.

When : issue created,

If issue matches : status = "new" and assignee is EMPTY

Then : and here should be this expression.

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Manon Soubies-Camy

Hello @Yurii Bohdan,

This is not possible with plain Jira (you can vote for JSDSERVER-2959) but you can do so using Automation (Lite) for Jira: Smart assign JIRA issues — Load balancing, round-robin and more.

Hope this helps!

- Manon

Yurii Bohdan

Dear @Manon Soubies-Camy,

Your answer was helpful, but looks like we are talking about different things (as I can see different interface at your link).

So now I'm trying to find same menu, or what do you mean?

And yes, I'm using Jira Service Desk.

So I can't see additional fields like "Method to choose assignee"

Manon Soubies-Camy

Your screenshot shows the Jira Service Desk automation engine whereas my link redirects to the documentation of the app Automation (Lite) for Jira, that's why please see this post: What is the difference between Service Desk Automation and Automation for JIRA?. I can't test it right now, but the free version Automation Lite for Jira should be enough for what you're trying to achieve.

Yurii Bohdan

Hello again.

Please describe how the automatic assignment should be work?

I have two people added to "Administrators": Alice and Bob. Also I have two people added to "Service Desk Team": Bob and Charlie.

The automation rule is WHEN ticket created IF any item THEN edit assignee to "Automatic".

When Tim created a new request it automatically assigns to Bob.

So the question is how to balancing new tickets between Bob and Charlie?

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