We are a huge global company who run service in all regions. The customers are offshore oil & gas companies who work 24 hour shifts.
We plan to set up a 24/7 service for one type of support for these customers. We will then utilize our support teams who are located in various time zones to process the customers tickets within a couple of hours 24/7. We intend to do this by shifting the responsibility for handling new tickets from one region to the next 3 times during one day and night
Our first idea is to use automation in jira to change the assignee for new tickets depending on the time of the day.
A typical example will be where the customer belong to our West Australia support team
Do anyone have experience setting up similar "Follow the Sun" 24 hour support in Jira? I am not sure if Jira Automation is the most practical way. It should be easy for the support teams to change the settings for this automations themselves.
You can take a look at this thread, it might help you to set up something close to your need
did you have a look at OpsGenie? --> https://www.atlassian.com/software/opsgenie
It might support what you are looking for.
Combining that with SLAs and Automation in Jira Service Management might also help you with assigning issues after a certain amount of time, if they need escalation.