Round Robin Assignment to On-Call Schedule

[Dan Rico]

I have a situation where three shifts of users come on from 7:00 AM to 10:00 PM. The shifts are as follow:

• 7 to 3 - 1 Agent
• 9 to 5 - 2 Agents
• 3 to 10 - 1 Agent

These shifts overlap and are on a schedule to limit their hours. 

I'd like to achieve a time-based round robin using whoever is on-call at the time. There doesn't seem to be a good way to assign round-robin based on the users that are currently on-call for a Schedule.

How can I do this?

[Tuncay Senturk]

This is a very old post, and I am not sure if you have already found a solution. Out of the box, you cannot define such a complex round-robin assignment; however, there is a free app called SnapAssign that enables you to achieve this. You can define as many rules as well as shifts (in different timezones with different calendars). I am one of the individuals behind the app, and you can ask anything if you are still in need.

[Falit Jain]

You can achieve this via Pagerly app. In Pagerly , you can create the round-robin rotations and then assign the tickets automically to the agents

Docs link https://docs.pagerly.io/how-to-work-with-pagerly/round-robin-assignment-of-jira-issues-tickets

[Saama Tabassum]

Hi Dan,

At this moment it is not possible to use the Round-Robin assignment approach with the on-call schedule.

We have a feature request tracked below to provide this ability 

https://jira.atlassian.com/browse/AUTO-713

https://jira.atlassian.com/browse/JSDCLOUD-12186