I have a requirement where in we need to add comments automatically based on the agent workload.
I.e when there are more number of tickets raised in a request type in a short period of time let's we have received 20+ tickets requesting for IT infra in a time window of 2-3 hrs. We should have a mechanism where a comment should added to the new tickets saying that there a are a large number of tickets and please expect some delay in the response.
And this comments should be added only when there are tickets more than the defined number within a short period of time.
Hi Chethan GR,
Thanks so much for your question.
Unfortunately, JSM DC currently does not support this particular use case. If you want, you can raise this as a feature request on https://jira.atlassian.com/ and vote on it to help our Project Managers to understand the demand.
Jira Service Management
ps. if this answer is applicable, please select the ‘accept answer’ button
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