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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? 

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Brant Schroeder
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 14, 2021

@Emilio Hopp Welcome to the Atlassian Community.   I believe this is similar to the questions that was asked here:

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

Thanks for your answer

0 votes
Eli Solutions Team -Eli Solutions-
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
Jul 31, 2021

Hi @Emilio Hopp

  • Please refer to this video on how to create an automation rule to auto assign tickets:
  • 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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