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Triage Ticket - Auto Assign

Team

 

We have 9 Members : APJ - 2 Members  EMEA - 3 Members AMR - 2 Members Weekend - 2 members

 

  • I need to do auto assign the tickets, when it arrives in triage
  • We have 3 rotational shift peoples
  • How we can auto assign tickets : Could you pls share the condition
  • Out of 9 , 2 members can only take 50%(manager level ) of tickets rest of them should assign 100% (junior level) based on ticket count / ticket taken / or ticket very low 
  • Its there any way pending tickets can address. If APJ shift has been ended , EMEA starts, some APJ ticket not able to address until APJ members check on next day
  • Off tickets / Vacation ticket how to handle
  • Can we set Out of Office in Jira comment , which will automatically sends to user , when commented in the ticket

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