JIRA Service Desk: Automation, temporary rule assignments when team member is on vacation. Edited

Hi,

Here is my situation in JIRA Service Desk:

-I have automated rules for customer issue (ticket) assignment.

-Team members will be starting vacation. I want to temporarily assign their customer tickets to another team member.

Is it possible to 'easily' forward ticket assignments to another team member by using e.g. Team members' global availability feature? Or do I have to go and modify each automation rule seperately?

Thanks for any help!

br:gh

 

 

2 answers

0 vote
Jack Brickey Community Champion Jun 13, 2017

Gary,

it appears you are using Portfolio in addition to JSD. I am not familar w/ Portfolio so can't help there. However, could you not simply create a PTO-Automation rule that looks something like below?

PTO-Automation.jpgThe idea being, when someone is out you can edit the IF portion for the assignee and the dates out. Edit the THEN to redirect. FWIW, in my world all issues come in unassigned and I have a team that triages all incoming issues to set the assignee and work the issues so PTO assignments aren't an issue.

I understand the desire to have this automated based upon the resources availability for sure and maybe using Portfolio or Team Calanders there is a way. Just not sure myself.

Hi Jack,

Thanks for the tip. Your suggestion looks promising.

If it works I could in theory create a single rule to take care of this. I'll run some tests to verify.

br:gh

 

 

 

Hi @Gary Rafter Hornin,

we've had the same requirement and ended up creating a Plugin which we have Published for Jira Cloud.

You didn't really mention if you use Server or Cloud, so my apologies if this doesn't apply to you.

Maybe our Out of Office Plugin for Jira Cloud is a sensible solution to your requirements.

We are also very interested in Feedback ...


Cheers,
Christian

0 vote
Susan Hauth Community Champion Jun 13, 2017

I haven't seen a way to do it either with JIRA.  I have seen a plugin Elevator that seems to be able to do that. 

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Jun 14, 2018 in Jira Service Desk

How the Telegram Integration for Jira helps Sergey's team take their support efficiency to the bank

...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...

792 views 5 7
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you