Jira Service Management and technician duty calendar

[André Matzke]

A proper ITSM normally has a technician availability calendar. Is there such a possibility in Jira Service Management?

[Chrissy Clements · Accepted solution]

Hey @André Matzke 

You could consider a calendar in Opsgenie/JSM Operations, then leverage the low code/no code automation engine to route tickets based on this schedule.  Below is a link to the help documentation, and I've included a screenie of the action you can use for ticket assignment.

Best of luck :)

https://support.atlassian.com/opsgenie/resources/

[André Matzke]

that sounds promising. The invitation to use Opsgenie has arrived yesterday. I will give it a try

[André Matzke]

further explanation:

what I mean is: 

every technician can set in a calendar hers or his availability..
in my last ITSM Software even the automatic assignment respected the entries in this calendar.

Another big advantage was, that the project leader / team leader had a very good overview, whether there will be empty slots (due to illness, or vacation, or the limited time of part time workers)

is this possible to reach with given functionality ?

[Max - SwiftSprint dev]

Hi @André Matzke ,

will SLA calendars help with it https://support.atlassian.com/jira-service-management-cloud/docs/set-up-sla-calendars/ ?

[André Matzke]

Hello !

many thanks for your answer.. thats not quite I had in mind.

what I've meant was  every technician can set in a calendar hers or his availability.. in my last ITSM Software even the automatic assignment respected the entries in this calendar. another big advantage was, that the project leader / team leader had a very good overview, whether there will be empty slots (due to illness, or vacation, or the limited time of part time workers)

is this possible to reach with given functionality...