Automatically allocation ticket by queue

[Aleksandr Ganiyev]

Hello everyone,

I am using JIra Service management App.

I have issue related to "Automatically allocation ticket by queue" maybe someone can assist me with this issue.

My project receive tickets(Service Requests) - and i would like to allocate them automatically to several employees by scheduler depending on how much tickets have each employee.

For example i have 3 employee

1 employee has 5 tickets
2 employee has 7 tickets
3 employee has 4 tickets

I want to automatically send new ticket to the person who has smallest amount of tickets 

Can someone assist me with this issue - how can i do it properly or maybe i need to buy additional App to do it.

Thanks in advance.

[Rilwan Ahmed · Accepted solution]

Hi @Aleksandr Ganiyev ,

You can do it by making use of project automation. Create Rule as below. 

i.e. Go to Project settings --> Automation --> Create new

Create a trigger == Issue Created
Then Add an action == Assign Issues

Assign the issue to == A user in a defined list:
Method to choose assignee == Balanced Workload
User list == Add the required users

More options to assign issues is described in https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Automationactions-AssignIssue

[Aleksandr Ganiyev]

Hi @Rilwan Ahmed ,

Many thanks, i will check it.

[Aleksandr Ganiyev]

Hi @Rilwan Ahmed ,

I did it as you said but i faced with issue,

I have created automation process and indicated 3 employee

Ahmad - originally had 3 tickets

Ikram - originally had 2 tickets

Nijat - originally had 1 tickets

Then i launched automation process

As expected first ticket was assigned to nijat - Test 1 - Balanced Workload
Second to Nijat - Test 2 - Balanced Workload
Amount 

Ahmad - originally had 3 tickets

Ikram - originally had 2 tickets

Nijat - originally had 3 tickets

But then something went wrong that third ticket was assigned to Nijat also and fourth also 

Then i deleted Nijat from automation process

Amount 

Ahmad - originally had 3 tickets

Ikram - originally had 2 tickets

and ticket was assigned to Ikram(Test 9 - Balanced Workload) and next to ikram(Test 10 - Balanced Workload)

Then i added Nijat again to Automation process

Amount 

Ahmad - originally had 3 tickets

Ikram - originally had 4 tickets

Nijat - originally had 8 tickets

And something what i don`t understand next new ticket was assigned to Nijat again(Test 11 - Balanced Workload), and again (Test 12 - Balanced Workload) 

Maybe i need to change something in field "JQL to restrict issues" - "statusCategory != Done"

[Rilwan Ahmed]

Hi @Aleksandr Ganiyev ,

System checks for all the tickets assigned to the user and which is not resolved. Not only the present created tickets. Please run the JQL for three users and see their total non-resolved tickets.

1. Project = GIIS and Assignee = Nijat and resolution = Unresolved
2. Project = GIIS and Assignee = Ahmad and resolution = Unresolved
3. Project = GIIS and Assignee = Ikram and resolution = Unresolved

[Aleksandr Ganiyev]

In this screenshot(previously i have sent and now below) all tasks(issue type - task) which these employees have in this screen.

As you can see in screenshot with automation process i indicated issue type - task

[Rilwan Ahmed]

Your project has atleast 8848 tickets (I see key GIIS-8448). Please check the count for each users using JQL provided in previous comment. Don't check only tickets created recently. 

[Aleksandr Ganiyev]

Ok i got it, i have checked it again and yes you are right this automation process works and assigns tickets depending on all amount of al open tickets but if i need to launch this process for one issue type - for example only for issue type "Task" as  i mentioned in my case i won`t be able to do it? 

As i see now it is not working by this logic.

[Aleksandr Ganiyev]

Hi @Rilwan Ahmed 

I have a question - can Jira indicate which employee online or offline

Mentioned workflow works but i would like that this workflow to define which employee is online or offline  

Generally can Jira define this logic - Online / Offline employee?

[Rilwan Ahmed]

Hi @Aleksandr Ganiyev ,

can Jira indicate which employee online or offline ?
-- Native jira cannot identify.