Auto Re-Assign Issue After X Time Has Passed

[Guru Darbar]

Using Jira Service Desk (Management), when issues are created, I have them auto-assigned in a round-robin method to a group of agents who then work on the issues.

What I would like, is a way to automatically re-assign that issue to the next agent if work hasn't started on the issue within a certain amount of time.

Any tips, nudges in the right direction, suggestions or solutions would be greatly appreciated.

[John Funk · Accepted solution]

Hi @Guru Darbar  - You should be able to accomplish this with an add-on like Automation For Jira or ScriptRunner.

[Bill Sheboy]

Hi @Guru Darbar 

Adding to what John suggests for automation, you may find these examples and sources helpful:

• https://www.atlassian.com/software/jira/automation-template-library#/label/all/1453
• https://community.atlassian.com/t5/Automation-articles/Jira-Automation-all-the-resources-you-need-in-one-page/ba-p/1388465
• https://blog.codebarrel.io/7-practical-automation-rules-to-turbocharge-your-jira-service-desk-62430d76d16d

Best regards,

Bill

[Guru Darbar]

Thanks Bill and John, I got some reading to do.

Looks like with Jira automation I can tie the IF/THEN to something like "Time to first Response" and then go from there.