Prevent specific ticket create during no-working hours

[James Hu]

Hi exports,
Our JSM has Priorty level of ticket (1,2,3,4). The Priority 1 ticket is a system down issue which needs our support team to response immediatelly. However during no-working hours eg 6:00pm-6:00am, we prefer client to contact our support directly using support hotline to raise a P1 ticket rather than riase it in JSM as support team wouldn't monitor JSM system or Email during no-working hours.

We prefer to have a rule can stop client create P1 ticket after working hours. Is there anyway to set up a rule to prevent P1 ticket create during no-working hours?

Thanks for your advise.

Regards,

James

[Mark Segall · Accepted solution]

Hi @James Hu - Unfortunately, this is not possible.  I would recommend the following alternatives:

1. Add help text to your request type(s) that instruct the user on what to do for after-hours P1 requests
2. Embrace after-hours requests by expanding use of JSM/OpsGenie with phone integration (Premium/Enterprise licensing required):
   https://support.atlassian.com/opsgenie/docs/integrate-incoming-call-routing/

[James Hu]

Thanks @Mark Segall 

Appreciate your help.

Regards,
James