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.
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,
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
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.
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
On October 20, 2021, Atlassian published a security advisory for Jira Service Management. The full advisory is available at this link. We've seen a number of questions already asking for...
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