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"Follow The Sun" 24/7 service - how to change assignee dependent of the time of the day

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

  1. Default Assignee will be X in our West Australia support team
  2. If it is outside of normal working hours in Western Australia:, change the assignee to Y in Norway if it is normal working hours in Norway
  3. If not, change the assignee to Z in Houston if it is normal working hours in Houston
  4. If the ticket are more than 24 hour old, assine will be X

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. 

2 answers

1 vote

Hi,

You can take a look at this thread, it might help you to set up something close to your need

https://community.atlassian.com/t5/Jira-Service-Management/Implement-quot-follow-the-sun-quot-SLA-in-Service-Desk/qaq-p/638060

HI @Geir Simensen 

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.

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