Orchstrate multiple responder teams with overlapping individuals

[Oliver Strauß]

Hi all, our scenario is like that:

 We have multiple services, each with a 1.level team, set up as responder-group

1. We have only one time-zone for now, but that may change, shifts for user tickets are
   1. early: 7am to 4pm
   2. day:   8am to 5pm
   3. late:   9am to 6pm
2. Alerts will routed to dedicated responder groups 24/7
3. In many cases the same individuals in the teams, we are growing, but at the moment it is like that.
4. We would like route the user tickets automatically to the teams and assignments to happen to individuals (round-robin) by:
   1. Early or late shift (overlap during kernel times)
   2. Taking into account individual holidays and sickness and not assigning it to the absent individual

Does this seem do-able with the out of the box JSM premium and automations?

Thanks a lot

Oliver

[Marc - Devoteam · Accepted solution]

Hi @Oliver Strauß 

I think most of it is doable, but not the round-robin you want, round-robin is based on a group that is specified.

You could create multiple groups and based on condition you could use if/else clause to determine which let's say shift is set on issue or other differentiators an then set a round-robin action to a specific group so the tickets will be divided to the users in that group.

[Oliver Strauß]

Hi Marc, one question that come up: If an agent is multiple responder groups, what about when he is on leave? Woudl it work for him to set it once or does he need to do it per responder group?

Cheers

Oliver