After Hours Support Escalation - Service Desk

We're creating an after hours support team outside of our normal 9-5 guys.  We need to setup a rule in the support desk that determines if a ticket was created outside of the normal hours of operation, and assigns it to a specific user and sends an email notification.

I'm comfortable with logistics of the rule with the exception of identifying the specific time a ticket was created, and whether or not it was created on a weekend.  

I feel like there's a simple solution that i'm missing.

TL;DR - I need a rule that can identify what time a ticket was created. I also need a rule that can identify if a rule was created on a weekend.

1 answer

0 votes
Brant Schroeder Community Champion May 02, 2017

Ben,

  I don't know of an automation rule that you could setup to do this in the service desk.  You could create an after hours support request type. The users would have to submit it via the portal and it could then be auto assigned to the user you specified as the assignee when configuring the request type fields.  

Brant

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted Sep 18, 2018 in Jira

What modern development practices are at the heart of how your team delivers software?

Hey Community mates! Claire here from the Software Product Marketing team. We all know software development changes rapidly, and it's often tough to keep up. But from our research, we've found the h...

22,956 views 2 7
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you