auto-assign the tickets we have coming into JIRA Service Desk to an Oncall tech that changes weekly

“Hi, I'm a JIRA administrator for my team. When we get an email request from clients, it comes into JIRA Service Desk and a ticket is created. However, in our department we like to do a weekly rotation between different Techs to respond to the client emails (which means we have a different On-Call person on weekly basis to respond to those requests) . We would like to auto-assign the tickets we have coming into JIRA Service Desk to an Oncall tech that changes weekly.How can I do this ? Is there a JIRA Plugin that can help us with this task? Will Automation Plugin help us with this?

3 answers

Hello, we had the same problem to solve so we created a plugin which does exactly what you need. Elevator for JIRA gives you the flexibility to create tiered on-call rosters, automatically assign issues to on-call staff, and it integrates with JIRA Service desk. Check it out and start a trial at the marketplace here - https://marketplace.atlassian.com/plugins/com.sapling.elevator/server/overview - and send us any questions about integrating it with JIRA Service Desk or any other part of the product, happy to help to ensure you can make the most of it.

1 vote
Boris Berenberg Community Champion Feb 12, 2015

The best suggestion I can give is a manual one, not automated.

Set a default assignee for a component. https://confluence.atlassian.com/display/JIRA/Defining+a+Component Then set the component value in your requests.

You can then either switch the component setting in your request config, or just replace the person in the component config on a weekly basis.

1 vote

It might be a bit cumbersome to do this in JIRA, as you would have to have your teams categorized in groups, and then set the default assignee for issues manually on the project on a regular basis. There is a plugin that you might be interested in:

https://marketplace.atlassian.com/plugins/com.edwardawebb.jira-assign-escalate

 I don't know if it is exactly what you are looking for, but it's worth researching. The Automation plugin may have this feature, but it might not be as specifically targeted for assigning round robin style as the assign/escalate plugin.

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