We are using JIRA Version: 6.3.10 with Service Desk plugin 2.3.6. We sometimes have multiple agents working the same queue, and occasionally run into a situation where two agents assign the same issue to themselves that they had both found to in unassigned status. Inside JIRA record it ends up being recorded as the first agent assigning an unasigned issue to himself, and the second agent changing assignee from the 1st agent to him or herself. This can cause duplication of effort that can be either a waste of time in best case, or has the potential to create a negative customer impact in worst case.
What are the best options that we could implement that might allow us to avoid this issue? For example, would it be possible to have a validation to confirm that issue is currently unassigned when using the "assign to me" link that would prevent using it if item is already assigned?
I am guessing this is a rare scenario where both agents do it at the same time (or else they wouldn't have found the issue as unassigned), right?
If so, the first agent should get notification when the assignee is changed by the second agent, right? Can you check if the notifications are configured correctly?
I'm John Allspaw, co-founder of Adaptive Capacity Labs, where we help teams use their incidents to learn and improve. We bring research-driven methods and approaches to drive effective inciden...
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