Moving tickets from one support shift to another.

[Wayne_Reilly]

We have a JSM project where the tickets are supported by people on shifts. Someone will raise an issue in one shift but then the next shift starts and the ticket is still with the original shift. I have suggested adding watchers at the end of the shift to the next shift people but they want something automated. Also they want the shift group to get the ticket rather than an individual. Each shift has an email so we could add the "shift" as a user but we are at our limit of agents. Open to ideas.

[Florian Bonniec]

Hi @Wayne_Reilly 

I think there is some feature for this in OpsGenie if you use this tool.

https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-jira-service-management/

Also you could create a scheduled automation to set a Team field value and base queue on it, so new shit could review in progress tickets from the previous shift.

Regards