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The current behaviour of Round Robin assignment seems bit odd.
For example, I've a team of 6 members(A,B,C,D,E,F). Now Monday I get 3 tickets, so it get assigned to A,B and C.
Now, when Tuesday starts, 2 tickets comes in and it should get assigned to D and E but it will get assigned to A and B again.
I would like to continue the round robin not based on a day but based on the user list. So, if A,B and C are assigned tickets on 1st day and when next ticket comes it should go to D, E and F and the cycle should repeat to A and so on.
Let me know if this is possible to setup.
Here is the screenshot of the rule I am using
@APREMKU6 - Have you tried creating a group in the admin portal, adding your users into the group and then setting the round robin on the group instead of a user list?
I know it shouldn't make a difference but might be worth trying.
Hi @APREMKU6 ,
I would second @Stephen Wright _Elabor8_ 's answer. Round robin's scenario would be good when you have a heavy inflow of tickets. "Balanced Workload" would be a better suited for your use case here.
Although I found a few articles that mentioned the Round Robin working, and it should work the way you want it to in the description:
Would Suggest raising a support ticket in case with Atlassian if this hampers your working : https://support.atlassian.com/contact/#/
Thanks @Stephen Wright _Elabor8_and @Jehan Bhathena I will look into the balanced workload, But there are internal tasks or Adhoc requests which gets raised and that is something which I can assign based on workload.
But just for the customer issues we want to make sure everyone gets a hands on to it by getting a ticket to work.