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(Automation for Jira - Service Desk - Assign issues to teams based on issue type and priority

Hi experts,

I am currently looking into "Automation for Jira" and looking for a way to automatically assign issues based on: Workload of a team, the priority of an issue and the issue type (application support and more).

 I would imagine a check of a team queue like: Check how many "Critical" issues are there and from what issue type, if there are more than 5 of "application support" in "Critical" do the same check in the other team's queue and if there fewer than 5 assign it there. Anyone done that?

 

Cheers,

 

René

1 answer

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Answer accepted
Laurens Coppens Community Leader Nov 12, 2019

René,

 

I think the way you want to implement is quite complex, wouldn't it be simpler to give each ticket a weight based on the issue type and the priority and then assign tickets based on the weight that each team has?

Also fully automating this might be tricky, i could imagine that all your teams are fully booked, what will you do with a new incoming critical ticket.

Keep in mind that in automating stuff like that you need to think of everyting.

 

But automation for jira is a great add-on, i use it almost every day so its indeed a great starting point to program behavior like this

Hi Laurens,

Thanks for the quick response. Indeed, it is a complex scenario like a lot of "if/then/else".

So I might start with the smaller version by partially automate the assignment by basic workload checking and the rest would be a manual task and team collaboration.

Thanks for looking into this.

 

Have a great day,

 

René

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