Jira automation

[Rajan Dangol]

Hi Atlassian Support,

I’m looking to set up a Jira automation rule in Jira Service Management (JSM) with the following requirements:

1. I have a custom field called Team, which dynamically updates based on the assignee 
2. I need to create an automation rule that checks if an assignee within a team is assigned more than 5 tickets in a week.
3. The rule should send a notification (e.g., email) when this threshold is crossed

Is there a way to achieve this through automation?

Thanks,

Rajan

[Trudy Claspill]

Hello @Rajan Dangol 

I think we need more information to help you.

First, can you explain to us the problem you are trying to solve by implementing this automation rule? If we understand the problem you are trying to solve that will help us provide better suggestions.

Second, addressing each point of your query:

1. I have a custom field called Team, which dynamically updates based on the assignee 

Is your custom field called Team a custom field you created, or are you using the Team custom field provided by Jira, which is populated with values generated by making a Team through the Jira Teams menu?

2. I need to create an automation rule that checks if an assignee within a team is assigned more than 5 tickets in a week.

Do you mean has 5 or more tickets assigned to them at the same time in a given week, i.e. at any point during the week the user was the Assignee for 5+ tickets at once? Or do you mean over the course of the week 5 or more tickets have been assigned to them, where maybe they finished one and then another got assigned to them?

Also, what does the Team have to do with this rule? Are you interested in members of only specified Teams?

Can a person be a member of more than one Team?

If you are not using the native Teams feature, how do you determine the members of each team?

3. The rule should send a notification (e.g., email) when this threshold is crossed

To whom does the email need to be sent? What content does the email need to include?

[Rajan Dangol]

Hi Trudy,

Please find my response below, in italics:

This will allow us to track the number of tickets assigned to a team on a weekly basis. If more than five tickets are assigned to the team, we will know it needs to be managed accordingly". 

Second point - Custom field which i have created. 

Third point - "5 or more tickets assigned to a team in a week, can be different day of the week". 

Fourth point - with the use of automation. E.g. If Joe or John are part of the testing team, then when a ticket is assigned to either of them, the custom field "team" will be updated to "Testing Team."

I am not able to copy your answer and paste my response on them. 

Thanks,

Rajan

[Trudy Claspill]

Thank you for the additional information.

Can you provide more information about the problem you are trying to solve by limiting the number of issues assigned during a week? Who manages the assignment of issues? If the assignee is not intended to have more than 5 issues in a week, shouldn't the people managing the assignments be managing that? What problem are you trying to solve by having an automation determine more than 5 issues were assigned?

Can you clarify this point?

In your original post you said:

I need to create an automation rule that checks if an assignee within a team is assigned more than 5 tickets in a week.

In your response you said:

Third point - "5 or more tickets assigned to a team in a week, can be different day of the week". 

Are you looking at 5 or more tickets per assignee or per team?

If a issue is assigned to the target last week and remains assigned to the target this week, does it get counted in both weeks?

If a issue is assigned to the target yesterday, but the assignee changes tomorrow, is it counted against both assignees this week?

Does it matter what Status the issue is in? Does the assignee change based on status changes? If an issue is assigned to a team last week and gets closed last week, but the assignee is not changed after that, does it still count against the assignee this week.

Is it the action of assigning the issue to the target that you are trying to count, or how many active issues get assigned and remain assigned to the team.

If an assignee is given 5 issues and has them all completed by Wednesday, is there a problem with given them additional work that week?