How to automate roster-based assignment using project automation

[prajakta_desai]

If multiple countries are supporting same projects (India and Canada).

And in 1st shift working Indian person
And 2nd shift working in Canada person

and when 2nd shift started then who is working on 1st shift that all tickets and newly created tickets will have to assign 2nd shift person.

So, in auto mode tickets reassigned to next shift but if agent wants to own and retain ticket should be able to do so and balance should be only moving

[Rezgar Cadro _Totem Dev_]

As suggested by Tara and Bert, Jira's built-in Automation can help with assigning/reassigning on schedule. You'll have to maintain a bunch of rules though, depending on projects, people and any other parameters as well as manually deal with exceptions. It's relatively high maintenance.

I have another suggestion. Check out Skills for Jira or any other addon that handles work distribution for you.

You can have people fetch their next tasks on demand while they are on shift. Each pull gets them the next most important task they have the skills/knowledge/authorization for. 

The next person would start their shift and pick up where they left off or they may work in parallel for a while, processing tasks together. The last unfinished task can be either returned by the worker in queue manually, left as is or unassigned on SLA.

This gives you flexibility in terms of staffing, you can have 2, 5, 10, 100 people processing your tasks 24/7 in any time zone, while ensuring quality and focus on the most important task at any time.

[Raul Pelaez _TecnoFor - Marketplace Partner_]

You can use Components to autoassign and Automation to modify the Component of the tickets and the assignee. In this way you don't need to modify the rule when members of the team change.

Best regards!

[Alexey]

I'm dealing with similar problem, and found a way to handle 'shifts' via opsGenie and whoIsOnCall schedule, where you can assign people/groups to calendar and hours. 

Then use JSM automation - Assign issue (action) and there select On-Call responder 

[Bert Dombrecht]

Hi,
I would indeed use the Automation feature Tara suggested.
Perhaps combined with additional custom fields.

• A custom checkbox field to indicate Auto-reassignment On / Off
  This would allow a user to choose to keep the ticket or have it re-assigned.
  You can also use a label for this.
• A custom user picker field to enter the 1st shift and '2nd shift Assignee'.
  This would allow the automation to determine the assignees for each issue.
  If they are the same for all issues, you could also set up a group an use Round Robin re-assignment for each shift.

The Automation rule trigger can be 'Scheduled' (at shift change).
If 'Auto-reassignment' = On and status not in (your closed statuses)
Set Assignee = '2nd shift Assignee'

A similar switch can be scheduled for the 1st shift.

Something like this (you can replace labels with a dedicated 'auto-reassignment' field, use the correct customfield as smart-value to set the assignee...):

[Tara Mullen-Boustiha]

Hi Prajakta,

You should be able to make an automation with the If/Else clause and time of day.

When: Issue created

If: Issue matches JQL `createdDate > startOfDay("+xh") AND createdDate < endOfDay("-yh")` where x and y are the hours of a group or person

Then: Assign this issue to ...

[prajakta_desai]

if agent wants to own and retain ticket should be able to do