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Assign a ticket using a balance workload rule and call-on schedule


I am trying the free-cloud version for a service desk. I am using the balance workload rule (JSM) and I defined a call-on schedule (opsgenie) but when the customers (unlicesed user) raised issues by the portal, the assigment of issues to the agents only considered the rule criteria and I would like that the assigment to consider the balance workload according to the call-on schedule of the agents, is that posible? 

Thanks in advance

1 answer

0 votes

@Rocio Lechuga -

Please take a look at the previous community posting and too see if this can help you out -

One thing, I am not certain is that your JSM plan is free, thus this means that you only get 3 agent seats provided to you.  So, I don't know if you have more users defined in your Opsgenie on-call calendar.  In JSM, you can only assign issues to users with agent licenses.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

@Joseph Chung Yin I have the free JSM plan and the users defined in my opsgenie are the agents of JSM (they are the same). 

Reading the link that you sent me and this other:  Maybe I need to upgrade because the projects are not displayed in the integration screen although the connection is active.

Thanks a lot :) 


@Rocio Lechuga -

What is your plan setup for your opsgenies?

Best, Joseph

@Joseph Chung Yin 

I merged opsgenie and jira service management, so both are free. 


@Rocio Lechuga -

Excellent.  So you are up and running?  If so, please click on Accept answer when you have a chance.

Best, Joseph

After I had upgraded to standard plan, I integrated both products. I did some tests and I couldn´t achieve that the assigment was made according the workload rule and the on-call schedule. I think , that kind of asignment is not possible because the options of methods to assign the issues are exclusive (jira automation actions). Assigment.png
If somebody knows, I would be appreciate the help.

Thanks in advance.

@Rocio Lechuga -

I would recommend you to contact Atlassian Support ( since you are now on Standard plan for your products for further assistance.

Hope this helps.

Best, Joseph

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