Discussions
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Create SLA's based on Agents Time Zones
When working on Jira Service Management, there might be time that your Agents are scattered all over the world, making them use different time zones and affecting how your SLA’s get assigned to them. Today I’m going to show you how to create SLA’s based on different Time Zones and Apply them to a specific Agent or Group…
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How to create an Hourly Round Robin Automatic Assignation Automation
When working with Automation, it’s common that when working with a Service Management project we encounter a problem that needs to be resolved in a non conventional way. Today I’m here to show you how to build an hour centric Round Robin assignation schedule for your agents. This means that we will build an Automation that…
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Extract Content out of Description and Summary with Regex and Automation
Commonly we find ourselves wanting to get some information out of a ticket summary to use that information for certain fields. This is commonly a difficult task to do when working on tickets specially those that come via Email. Today i’m here to show you how you can create an Automation that helps you out and gets that…
