Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Celebration

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root

Avatar

1 badge earned

Collect

Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!

Challenges
Coins

Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.

Recognition
Ribbon

Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!

Leaderboard

Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,412,370
Community Members
 
Community Events
169
Community Groups

How to create an Hourly Round Robin Automatic Assignation Automation

When working with Automation, it’s common that when working with a Service Management project we encounter a problem that needs to be resolved in a non conventional way. 

Today I’m here to show you how to build an hour centric Round Robin assignation schedule for your agents. 

This means that we will build an Automation that does the following:

  • Auto assigns tickets to your Agents

  • Assigns to a different roster depending on the time of day. 

  • Takes into consideration all 24 hours of the day. 

What this allows you to have a controlled service desk, that can take into consideration, Lunch Times, Vacation and more. 

In this exercise we will build the basic carcass of the Automation, which later on you can modify and adjust to your liking. 

The basic syntax is the following:

 

  • When - Ticket Created
    • Check Creation Time = Time Assigned

    • Perform Certain Actions based on this. 

      • Actions can be:

        • Assign Ticket

        • Edit Ticket

        • Sent Email

        • ETC.

 

The above format gets repeated for every hour of the day you need to assign.  An example would be from 10:00 to 10:59 in a 24Hr format. 

For example if your shift is 8 hours, we would have to repeat the above syntax 8 times and a 9th one for a catch all. 

The last run is so that you can let your customers know that their ticket was received out of working hours so this one is optional :)

An example of this Automation can be found below:

 

Image 26-08-22 at 14.19.jpg

 

All other hours in your shift should be covered by ELSE Commands as bellow:

 Image 26-08-22 at 14.19 (1).jpg

NOTE: In the example above you will see a couple of hours being covered, this is useful when using this Automation to cover a whole shift. 

With this you should be able to build the basic structure of your shifts and agent assignations. 

3 comments

Fabian Lim Community Leader Aug 27, 2022

Great article!

thanks for sharing.

Pramodh M Community Leader Aug 27, 2022

So helpful for JSM Customers!!

Thanks for Sharing 🙂

Sam Rising Star Nov 03, 2022

For a 24-hour format, you must use upper case.

{{issue.created.format("HH")}}

Comment

Log in or Sign up to comment
TAGS

Atlassian Community Events