Auto Assign ticket in 3 shifts

[Sampath]

Team

We have 8 Members :

Weekdays : APJ - 2 Members EMEA - 3 Members AMR - 2 Members

Weekend - APJ - 1 Members EMEA - 1 Members AMR - 1 Members

I need to do auto assign the tickets, when it arrives in triage

We have 3 rotational shift peoples (APJ / EMEA / AMR)

How we can auto assign tickets according to shifts : Could you pls share the Automation rules steps (server / data center)

thanks

[Vikrant Yadav · Accepted solution]

Hi @Sampath For this first you need to 3 user groups based on or add members in three project role. Each group for each region and add those member in group based on their region. 

Now create an automation rule :- 

Issue Trigger >> Create Issue 

Add multiple If else Conditions based on member region or jira time >> {{issue.created.convertToTimeZone("America/Chicago").shortTime}}  

https://confluence.atlassian.com/automation/jira-smart-values-date-and-time-993924864.html

Action >> Assign issue in round-robin method. 

[Sampath]

Hi @Vikrant Yadav 

Thanks for Sharing . Our JIRA Server is on AMR time zone set, could you pls share us according to below time zone. rule as you mentioned in screenshot

Our  shifts we are working like  IST time

6 AM -2 PM  APJ shift

2 PM -10 PM EMEA shift 

10 PM-6 AM AMR time

Thanks

[Vikrant Yadav]

@Sampath Based on IST time use Asia/Kolkata canonical ID

{{issue.created.convertToTimeZone("Asia/Kolkata").shortTime}} > 6:00 AM and {{issue.created.convertToTimeZone("Asia/Kolkata").shortTime}} < 2:00 PM

{{issue.created.convertToTimeZone("Asia/Kolkata").shortTime}} > 2:00 AM and {{issue.created.convertToTimeZone("Asia/Kolkata").shortTime}} < 10:00 PM

{{issue.created.convertToTimeZone("Asia/Kolkata").shortTime}} > 10:00 PM and {{issue.created.convertToTimeZone("Asia/Kolkata").shortTime}} < 6:00 AM

[Sampath]

Hi @Vikrant Yadav 

Thanks for Sharing great ....is this can we use for JIRA server or JIRA cloud ? 

ours is JIRA/Server environment

[Sampath]

Hi @Vikrant Yadav 

Above query can we use for JIRA/ Server

[Vikrant Yadav]

Hi @Sampath  Yes, It works for Jira DC projects automation as well. 

{{issue.created.convertToTimeZone("Asia/Kolkata").format("HH:mm")}}

[Sampath]

Hi @Vikrant Yadav 

Thanks for great response i tried but assign issue not happening an din audit log shows succcess 

[Vikrant Yadav]

Hi @Sampath  If/else condition passed or failed in Audit Logs. What is showing ? 

Which condition passed ? 
Users added in the list ?

[Sampath]

Hi @Vikrant Yadav 

PFA

[Vikrant Yadav]

@Sampath  Issue not matched any of the condition. 

Your Smart value is incorrect  :- 

{{issue.created.convertToTimeZone("Asia/Kolkata").format("HH:mm")}}

HH should be in a caps

[Vikrant Yadav]

Kindly mark the solution as accepted, if the solution works for you. It helps others user as well. 

[Sampath]

Hi @Vikrant Yadav 

It works . you Rock . thanks all wonderful support

for if else we need to have 2 condition i did for APj & EMEA but about AMR time we need to do another rule or in same rule can we add it?  which condition ? same condition can we use for one region? pls suggest 

[Sampath]

[Vikrant Yadav]

Add two more else if condition for other 2 region use same time zone but different time stamps. 

[Sampath]

Hi @Vikrant Yadav 

Sure i will check and update . thanks all for your wondeful support will response you once i checked AMR & APJ time zone 

Your Rock

Thanks

[Vikrant Yadav]

@Sampath  Glad to hear I am able to help you! 

Thanks!

[Sampath]

HI @Vikrant Yadav 

I am checking in AMR time ...now .. I have set for 22:00 but looks like I need to change as 10 PM to 6 AM

pls advise were I need to change this

[Vikrant Yadav]

Apply condition in Else if condition for AMR. 
In If condition, add two Advance compares . Check screenshot again which I shared above. 

[Vikrant Yadav]

[Sampath]

Hi @Vikrant Yadav 

Thanks again keep response time to time. I never seen before. Thanks for your support

Audit log shows success with below error

if block

The following issues did not match the condition:

if/else block

The following issues did not match the condition:

if/else block

The following issues did not match the condition:

APJ Time : 06:00 AM to 14:00 PM (06:00 AM to 2:00 PM as per in JIRA time from Indian)

EMEA Time : 14:00 PM to 22:00 PM (02:00 PM to 10:00 PM as per in JIRA time from Indian)

AMR Time : 22:00 PM to 06:00 AM (10:00 PM to 06:00 AM as per in JIRA time from Indian)

[Sampath]

Hi @Vikrant Yadav 

Only AMR time zone not able assigning the issue rest APJ & EMEA assigned correctly

[Vikrant Yadav]

For AMR , no need to add condition, use Else , not Else if . 

Check Audit logs, try to test ticket in AMR time zone. 

[Sampath]

Hi @Vikrant Yadav 

If i click compare condition it atuomatically goes to else if

[Sampath]

Hi @Vikrant Yadav 

Hope you doing well waiting for your response as well Thanks

[Vikrant Yadav]

Hi @Sampath  Click on Else >> Save ( no need add any conditon )>> Select Action 

[Sampath]

Hi @Vikrant Yadav 

Thanks for back again to support and rock . 

Here i dont have the action in my automation rule PFA. I have only Add Condition

[Vikrant Yadav]

for AMR region create a new rule. I am not sure why it's not showing in your project automation. 

[Sampath]

Hi @Vikrant Yadav 

noted with Thanks for your support let me check and update you the status

[Sampath]

Hi @Vikrant Yadav 

Here i have one more doubt, we have 3 region tickets. If tickets waiting for support according to APJ - send reminder to APJ agent via email and same EMEA & AMR , i have created below rule not sure if  it is correct pls check and advise thanks

[Vikrant Yadav]

No need to add Second IF condition, because you are sending email based on Region custom field. 

[Sampath]

Hi @Vikrant Yadav 

Good morning .. thanks always for wonderful response and support,

Ji

My requirement is

If in ticket, region mentioned as APJ then it remind to IT agent 6 am to 2 pm

If in ticket, region mentioned as EMEA then it remind to IT agent 2 pm to 10 pm

If in ticket, region mentioned as AMR then it remind to IT agent 10 pm to 6 qm

[Sampath]

[Sampath]

Hi @Vikrant Yadav 

Hi Ji pls advise here

If in ticket, region mentioned as APJ then it remind to IT agent 6 am to 2 pm

If in ticket, region mentioned as EMEA then it remind to IT agent 2 pm to 10 pm

If in ticket, region mentioned as AMR then it remind to IT agent 10 pm to 6 qm

[Sampath]

Hi @Vikrant Yadav 

Ji hope you doing good, looking for your response on below requirements, pls do the needful. thanks

If in ticket, region mentioned as APJ then it remind to IT agent 6 am to 2 pm

If in ticket, region mentioned as EMEA then it remind to IT agent 2 pm to 10 pm

If in ticket, region mentioned as AMR then it remind to IT agent 10 pm to 6 qm

[Sampath]

Hi @Vikrant Yadav 

Ji looking for your positive response thanks for all your support

[Sampath]

Hi @Vikrant Yadav 

Are you available now