Automation Rule Sets along with Round Robin

[Arpan Banerjee]

Hi Everyone!

I needed your suggestions and help regarding implementing roundrobin method for ticket allocation. My team works on multiple issues and usually they pull the tickets from a report, however that is not done randomly.

Initially, we thought of implementing the roundrobin method and allocate tickets randomly to them, however as we went ahead with the idea we realized that we may have to add mutliple rule sets to the automation. For Example:

• OOO and Out of shift un-assignment
• Queue prioritization - For example tickets related to recent launch to be prioritized
• Queue based allocation - Specific members to get specific type of tickets
• High priority tickets (as defined) to be allocated to the team members first, etc

I wanted to know if we can include multiple ruleset to roundrobin automation please.

Also,  can the team members pull tickets from the report without viewing the details, which can ensure that they are randomly assigning tickets to them.

Your insights would be valuable!

[Bill Sheboy]

Hi @Arpan Banerjee -- Welcome to the Atlassian Community!

The cases you describe make up a complicated scenario for issue assignment.

While there is built-in support for balanced, random, and round robin assignment, there are few options for one-off cases.  If you search the community, you will find some workarounds for things like out-of-office handling, excluding the current assignee, etc., but not something to do all of what you ask.

For more complex scenarios, I recommend investigating marketplace addons or use of Jira Service Management (JSM) to handle assignments.

Kind regards,
Bill

[Tuncay Senturk]

Hi @Arpan Banerjee 

As @Bill Sheboy mentioned, you can achieve a basic structure using the built-in Round Robin feature in Automation.

However, if you're open to using an app, I recommend trying out SnapAssign, a free app available on the Marketplace. SnapAssign offers several advanced features, including shift support, calendar/working hours integration, and the ability to use JQLs in your rules for more precise assignments. It also supports load-based assignments, ensuring a balanced workload.

I'm one of the developers behind SnapAssign, so feel free to reach out if you have any questions!

[Bill Sheboy]

Hi @Tuncay Senturk 

Thanks for that information. 

Just checking, will this app be free forever or is it in an alpha / beta period where it will convert to a paid app in the future?  There is no information on possible conversion noted on the marketplace pages.

Thanks, and kind regards,
Bill

[Tuncay Senturk]

Hi @Bill Sheboy 

Thanks for asking, actually it depends on Atlassian's policy. If the Forge platform remains free, it will continue to be free. However, if their strategy changes, we may need to adjust our approach to cover the costs.