Automation assignment

[Yurii Bohdan]

Hello Community,

Is there a proper way to automatic assignment depends on how many active tickets belongs to a user?

Let's say we have two employees involved to resolving issues, Alice with 3 unresolved tickets and Bob with 2 unresolved tickets, in this case ticket should be assigned to Bob. 

When : issue created,

If issue matches : status = "new" and assignee is EMPTY 

Then : and here should be this expression. 

[Manon Soubies-Camy]

Hello @Yurii Bohdan,

This is not possible with plain Jira (you can vote for JSDSERVER-2959) but you can do so using Automation (Lite) for Jira: Smart assign JIRA issues — Load balancing, round-robin and more.

Hope this helps!

- Manon

[Yurii Bohdan]

Dear @Manon Soubies-Camy,

Your answer was helpful, but looks like we are talking about different things (as I can see different interface at your link).

So now I'm trying to find same menu, or what do you mean?

And yes, I'm using Jira Service Desk. 

So I can't see additional fields like "Method to choose assignee"

[Manon Soubies-Camy]

Your screenshot shows the Jira Service Desk automation engine whereas my link redirects to the documentation of the app Automation (Lite) for Jira, that's why :) please see this post: What is the difference between Service Desk Automation and Automation for JIRA?. I can't test it right now, but the free version Automation Lite for Jira should be enough for what you're trying to achieve.

[Yurii Bohdan]

Hello again.

Please describe how the automatic assignment should be work?

I have two people added to "Administrators": Alice and Bob. Also I have two people added to "Service Desk Team": Bob and Charlie.

The automation rule is WHEN ticket created IF any item THEN edit assignee to "Automatic". 

When Tim created a new request it automatically assigns to Bob.

So the question is how to balancing new tickets between Bob and Charlie?

[Manon Soubies-Camy]

Hello @Yurii Bohdan,

It all depends on how you want to balance assignements, various methods are explained here: Smart assign JIRA issues — Load balancing, round-robin and more, you should find a way that works for you!

[Yurii Bohdan]

Dear @Manon Soubies-Camy,

As understand you correctly your link is relates to Automation Lite for Jira, but my question is related to Jira Service Desk.

Please clarify how I can use balanced automation between Team Members at Jira Service Desk?

[Manon Soubies-Camy]

You can't do so using plain Jira, you need Automation Lite for Jira - it is a free app.

[Yurii Bohdan]

OK, thanks. I will try

[Yurii Bohdan]

Hello @Manon Soubies-Camy,

As I can see this plugin is for the Server-based instance, but we have Cloud-based subscription. 

Please let me know, is there any possibility to achieve load balancing when user assignment using Cloud-based structure? 

[Manon Soubies-Camy]

Oh ok, I didn't know you were on Cloud - here is the link to the Cloud version of the app: Automation Lite for Jira Cloud. Note that the Cloud version is limited to 300 rule executions per calendar month, you'll need to buy the Pro version to unlock this: Automation for Jira