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Ticket assignment using SLA calendar/Business hours


I want to assign tickets to agents who are based out of different timezones. How can I do it using automation?

Also, is there a way we can create a rule which says if the issue is created within the business hours assign to agent A or else assign to agent B? Please let me know if there is a workaround to achieve the same.

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Jack Community Leader Nov 21, 2019

if you want to actually assign the issue to a user based upon creation time you will need an addon, e.g. Automation for Jira or other automation addon.

But, consider a solution that does not cost anything. You could simply create multiple Timezone triage queues based upon TOD creation. Then your agents in those timezones must keep their triage queue empty by assigning them. If this is of interest an you need assistance w/ the solution LMK.

Hi Jack, thanks for the solution. Since I'm a beginner on Jira so can you guide me with steps on how we can create multiple Timezones triage queues based upon TOD creation?

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