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Auto-assign tickets to available agents only

How can I make sure a ticket won't be assigned to an agent that is offshift? 

3 answers

1 accepted

3 votes
Answer accepted
Brant Schroeder Community Leader May 14, 2021

@Emilio Hopp Welcome to the Atlassian Community.   I believe this is similar to the questions that was asked here: https://community.atlassian.com/t5/Jira-Service-Management/Round-Robin-assignment-based-on-Agent-Schedule/qaq-p/1431999

Unfortianlty there is nothing that exists at this time to meet this requirement.

Thanks for your answer

Hi @Emilio Hopp

  • Please refer to this video on how to create an automation rule to auto assign tickets: https://www.youtube.com/watch?v=hEh3MsoUxho
  • After you create the rule, you can update the "Defined User List" to only include assignees that are in the shift.  If they are off-shift, the project admin can update the list.
  • It's not ideal, but it's an option.  

I hope this helps.

Our work-around for this was to set up a group email address that outside tickets were assigned to. Rule is to work for the oldest to the newest. It has worked for us, but we are not a huge corporation like Amazon.

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