Auto Assign to Agent based on Organization, Time of Day and Ticket Summary

[Emile Renaud]

Hi,

I would like to automatically assign tickets to support agents based on the organization the reporter of the ticket belongs to, the time of day and keywords in the ticket summary. For example:

If organization = abc, assign to agent x

If organization = def, assign to agent y, but if time of day is 12:34 then assign to agent z, unless ticket summary contains "urgent"

How would I go about doing this?

[Mike Bowen · Accepted solution]

Hi @Emile Renaud 

Have you tried any automation features in the Project Settings of Jira Service Desk and if so what were the results? 

-Mike

[Emile Renaud]

Hi @Mike Bowen

Yes I did! However, I managed to overlook the options I needed. I'll look more into it and get back to you when I have more questions.

Thanks

[Mike Bowen]

Hi @Emile Renaud 

If you are finding the 'built in automation' not doing what you want, try out the free plugin called Automation for Jira (Cloud Lite). 

It offers a lot more choices and is a great way to automate stuff. 

It has a 300 rule execution limit a month, but should be a good starting point for what you are trying to achieve. 

-Mike

[Emile Renaud]

Hi @Mike Bowen ,

Thanks for your input, I'd like to refrain from paid plugins for now. I've gotten on using the basic features of automation.

Regards,