Hi,
I am leading a support team in my organization. We operate 24/7 and the support service is restricted to "On Call" during the weekend and National Holidays. Currently, we are evaluating Jira Service Desk. I am trying to figure out a way to address the following things:
1. One single person is available "On Call" for any support assistance during Saturday 11.00 AM - 8.00 PM. So, any tickets that come on that day till 7.00 PM should get assigned to him immediately in an automated fashion. The tickets that come after 7.00 PM should get assigned to the other person who is On Call during night time.
2. One single person is available "On Call" for any support assistance during Sunday 11.00 AM - 8.00 PM. So, any tickets that come on that day till 7.00 PM should get assigned to him immediately in an automated fashion. The tickets that come after 7.00 PM should get assigned to the other person who is On Call during night time.
I explored the "Automation" option, but I could not figure out the workday option. Can anybody help me out here to address my problem with Jira Service Desk?
