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!
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?
The 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 @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 ...
The Jira Service Desk marketing team is working on a guide to help new Atlassian customers switch from email to JSD and we'd love to hear from you! Please share: - What made you realize that i...
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!
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