Ticket Assignment based on time an issue is created

[J.R. Rasberry]

Automation Question: I am attempting to set up an automation to assign tickets in a service project based on time of day the issue was created. I've tried about 6 different format conditions for the If/Else blocks including these most recently:

• {{issue.created.convertToTimeZone("UTC").withHour(12).withMinute(0)}}
• {{issue.created.format("HH")}}
• {{issue.created.withHour(12)}}
  
  

I've also tried to pull the time into a variable but still haven't had success. Has anyone ever succeeded in time based assignments? Atlassian Intelligence and Rovo also fail me when I've tried. 

In essence, I would like some specific request types assign to a single agent from 8am - 11am EST (12 - 15 UTC). Outside of that time I want tickets for specific request types to round robin assign to two service desk agents. I know what needs to happen in terms of the specific request types but cannot make the time based assignment work properly

[Mikael Sandberg · Accepted solution]

Have a look at this article that I wrote about assigning tickets based on the time of day.

[J.R. Rasberry]

@Mikael Sandberg Thank you for the link. I'm going to give that a shot but am curious if I should use HH for format since the UTC time period will be between 12-15 UTC? I also don't have a 'matches' condition available so I had been attempting greater than/less than to do this. Would 'Equals' (12|13|14) bet the best option?

[J.R. Rasberry]

@Mikael Sandberg update: After some tinkering I got it working. I ended up using your {{issue.created.format("H")}} smart value suggestion but had it exactly match or not match a regular expression. The expression I used was ^(12|13|14)$

Thanks for the point in the right direction!

[Valerie Knapp]

@Bill Sheboy always comes to mind for this kind of challenge! What do you reckon, Bill?