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JIRA Issues - Assignment Based on Time of Day

Is there a way in JIRA Service Desk that will assign new issues that are created to a specific person based on hours worked, so if a employee should be getting tickets assign between the hours 8AM - 5PM.

My company is a Security Operations Center so issues are created from sources from detection alert systems like AlienVault and such-like tools. Heck if Opsgenie was able to use their escalation policies and scheduling to assign tickets in JIRA would be amazing or something like this.

I don't know why this isn't something that JIRA Service Desk has part of the product. This is something missing that could cause a company to leave Atlassian.

2 answers

1 accepted

1 vote
Answer accepted

Hey Austin, 

Thanks for reaching out. You suggestion of using Opsgenie scheduling is a good one. It is something that has been discussed, but we would love to hear more about how this might work (feel free to raise a ticket over here -> https://jira.atlassian.com/projects/JSDCLOUD/summary)

Today, my best recommendation is to use Automation (n.b. make sure you are not using Legacy Automation). 

If you create a rules as follow you should be able to achieve this outcome.

When: Issue created

If: Issue matches JQL `createdDate > startOfDay("+xh") AND createdDate < endOfDay("-yh")` where x and y are the hours of a group or person

Then: Assign this issue to ...

I hope this helps, 

Cheers, 

Ben

How about adding another condition that it is Monday through Friday.

You could add `AND createdDate > startOfWeek("+1") AND createdDate < endOfWeek("-1")` I think that should work.

@Benjamin Paton Hi! How about a query with 8:01 am template? because when I implemented this the next agent would be schedule at 8:01 am. Thank you in advance.

I also need 24h shift rule is there a way we can do that? @Benjamin Paton 

Hey @Rhia Rodriguez

I am not sure I understand what you mean by 8:01 am template? If its a matter of hitting a more specific time, you should be able to use the above suggestion, but using minutes

e.g. startOfWeek("+481m")

If you looking for a way to assign different people once it goes past a particular time of the day? In this case you need to use a Scheduled trigger for your automation rule.

With regard to 24h shift rule, you will have to give me some more information on that one. 

Cheers, 

Ben.

Hi @Benjamin Paton 

 

Thank you for the reply. So basically I want 3 agents (8h per schedule to reach 24h) to be assign in all created tickets depending on their shift. so first 8:01 am to 5 pm, 5:01pm to 1:00am and 1:01am to 8:00 am. 

so I did this 

If issue matches JQL `createdDate > startOfDay("+8h") AND createdDate < endOfDay("-7h")` where x and y are the hours of a group or person

Assign issue to agent 1

 

Else If issue matches JQL `createdDate > startOfDay("+17h") AND createdDate < endOfDay("1h")` where x and y are the hours of a group or person

 

Assign issue to agent 2

 

However it is not working it is always assign to agent 1

Can you take a screenshot of your rules in automation?

How about adding another condition that it is Monday through Friday.

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