round robin when if else

[Benjamin Guo]

I have serval components A, B, C now.

And the Pods A, B, C exactly mapping with components.

For now, I want to do the auto assign ticket to the people who in components and also in Pods A. I know how to do that and it works.

However, sometimes, we find the ticket is not related to the components A and we have to manually change it to components B and Pods B people who will deal with it.

And then, the question is, since it has been done the round-robin. But if the next ticket comes up to the pods a, it should be the previous person to do.

How to make it happen and do we have any alternative way to do that  

I currently have several components, A, B, and C, each mapped exactly to corresponding Pods A, B, and C.

At the moment, I’m able to automatically assign tickets to people who are in both component A and Pod A, and this setup works as expected.

However, we occasionally find that a ticket doesn’t actually belong to component A. When that happens, we manually reassign it to component B, so that it goes to someone in Pod B who will handle it.

The challenge arises when a new ticket comes in for Pod A. Given that we’re using a round-robin approach, I’d like to ensure that this new ticket goes to the same person who was supposed to handle the last one in Pod A before the reassignment.

Is there a way to implement this behaviour, or are there any alternative methods that would achieve the same result?

Thank you so much

[Cristian0791]

Hi Benjamin,

Try this.

Make an autoamtion:

Trigger-  When: Value change for ( Fields to monitor: Components, Change type: Any changes to the field value, For: Edit issue)

Then use a Branch condition for each scenario,

Please see the attached screen shot.

[Benjamin Guo]

Hi @Cristian0791

Thanks for your help! I only need to let one component one pod using the round-robin. But we found the question I said above.

Our ticket already comes up with the components a b c already. (done by automation rules monitor the category)

and we have 3 pods including 3 people using round-robin, I want to know how to reassign people if the ticket is already assigned to one person. (to let round-robin delay)

do you have any good ideas?

Thanks again

[Cristian0791]

try the following:

Replace Then: Assigned the issue to with Then: Edit issue fields (select Assginee) and select unassgined

Add:

And: Re-fetch issue data

You need to do this for each branch.