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

Rocio Lechuga December 27, 2022

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
Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
December 27, 2022

@Rocio Lechuga -

Please take a look at the previous community posting and too see if this can help you out - https://community.atlassian.com/t5/Opsgenie-questions/JSM-assigning-tickets-from-Opsgenie-on-call-callandar/qaq-p/1585950

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.

Rocio Lechuga December 27, 2022

@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: https://community.atlassian.com/t5/Opsgenie-questions/OPSGENIE-INTEGRATION-ERROR/qaq-p/2036870.  Maybe I need to upgrade because the projects are not displayed in the integration screen although the connection is active.

Thanks a lot :) 
Regards.

Integration1.pngIntegration2.png

Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
December 27, 2022

@Rocio Lechuga -

What is your plan setup for your opsgenies?

Best, Joseph

Rocio Lechuga December 28, 2022

@Joseph Chung Yin 

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

InvoiceJira.png

Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
December 28, 2022

@Rocio Lechuga -

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

Best, Joseph

Rocio Lechuga December 30, 2022

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.

Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
December 30, 2022

@Rocio Lechuga -

I would recommend you to contact Atlassian Support (https://support.atlassian.com) since you are now on Standard plan for your products for further assistance.

Hope this helps.

Best, Joseph

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