Auto-assign tickets to available agents only

[Emilio Hopp]

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

[Brant Schroeder · Accepted solution]

@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.

[Emilio Hopp]

Thanks for your answer

[Eli Solutions Team -Eli Solutions-]

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.

[Emilio Hopp]

Thanks @Eli Solutions Team -Eli Solutions- ! 

[Sarah Elmer]

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.