Associating a skill type to an agent

[Simon Rolph]

Hi Community,

I am looking to be able to associate a skill type to an agent.

For example if a request is raised for support on an internally developed app, based on the roles the request is routed to the app support team, though dues to the app in question it is developed in PHP, so ideally it would ideal to then allocate the request to a member of the app support team who has PHP skills.

In previous versions I am sure that I was able to set this on the agents Jira profile though I do not see it now.

Am I imagining this capability ?  Any suggestions or guidance would be welcome

Thank you. 

[Kai Becker]

Hi @Simon Rolph 

welcome to the community and thank you for your question.
I'm pretty sure that there hasn't been such a feature in the past. Nevertheless there are a few ways to achieve this.

1. You can set and get your own custom user properties via API: https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-user-properties/#api-rest-api-3-user-properties-propertykey-get
   
   Assignment could be done via scripting and get can be developed via Automation rules. The API documentation should get you started. 
2. As you are on the JSM Premium plan it is possible to set up an Assets schema to handle agents and their skills. 
   When an issue is created an Automation rule can check for the required skill and compare it to the ones your agents have.

I hope this gives you some ideas on how to tackle this.

[Simon Rolph]

Hi @Kai Becker 

Thank you for the welcome.

Those give some useful pointers and ideas to tackle this one, much appreciated.

Best 

[Kai Becker]

@Simon Rolph glad I could help! :)
Please consider accepting the answer or feel free to follow up if you get stuck.

[Danut M _StonikByte_]

Hi @Simon Rolph,

Welcome to the Atlassian Community. 

Another possibility would be to search on Atlassian Marketplace for a plugin (app) that allows you to add user custom fields (such as Skills) to the agent profiles. 

In case you want to try a plugin, our Project Team app allows you to do this. Comparing to user custom properties that can be set via scripting/API, it has the advantage of offering a GUI for setting, populating and visualizing the fields, and it is well integrated with Jira.

 

If you ave any questions about our app, feel free to contact support@stonikbyte.com at any time.

Danut.