Is it possible to limit the number of issues an agent can take at the same time ?

[ADyPo]

Hello everyone,

Would you happen to know if it's possible to limit the number of issues an agent can take at the same time please ? At the very least, raising some warning like it's the case in Jira Software's boards (column becoming red) would be helpful.

Thanks in advance !

Dylan

[Liam Green · Accepted solution]

Hi @ADyPo 

Welcome to the Community!

I'm not aware of any way of limiting the number of tickets that an agent can take - but there are certainly options for seeing how many tickets an agent has or automatically assigning on a balanced workload basis.

Firstly, the simplest way of seeing how many tickets an agent has is to look at the 'Workload' report on the Reports tab.  This will highlight any agents who have a high number of open tickets.

The second option is to create a dashboard, and use the 'Filter Counts' gadget, this would need to be configured for each of your assignees, but could show you a warning when it reaches a certain number

Finally, you could use automation to automatically assign tickets using a 'balanced workload' mentality.

Hope that helps.

Regards, Liam

[Florian]

Hi Dylan,

you can set a limit per column. So my idea is you create one board for you project and additional n boards one for each participant. These boards should have the same configuration as the master board but an additional filter term (assignee = John, assignee = Mike, and so on). Then you can set a limit per column on each board. I think this might work.
When you want to limit the total number of issues per assignee you can make these boards with two columns only. First column for active issues with limit and second column for closed issues without limit.