User Problem

Currently, there is no option available to select only the Responders for the associated service in the ticket. There is the On-call person option; however, they don't always reflect the same users as in a service.

Suggested Solutions

Add the possibility to select only Service Responders as assignees.
If possible, assign the tickets using the Work Balance algorithm.

Current Workarounds

1. Create a Lookup Objects
2. For the AQL query, place the code below:

   Name = "{{issue.affectedServices}}"
   

3. Create an Assign Work Item action and configure it as below:
   1. Assign the work item to: Smart value
   2. User:

      {{lookupObjects.get(0).Responders.accountId.first}}

4. Save

The workaround above only works when the work item has only 1 service associated with it and will assign only the first responder in the list.