Description:

Automation for Jira supports the 'round-robin' method to assign the tickets automatically, but it can't be used for 'on-call' schedules created in Opsgenie. This method is available only if you pick the users from a group, role or defined list.

Why is it important?
At this moment, the Automation rule only asks to pick a team whose on-call schedule will be checked to assign the ticket. Some customers have multiple users working in schedule and there should be a way to assign the tickets to them using the following approaches:

• Balanced workload
• Random
• Round-Robin

Workaround
Have a schedule with all on-call users in a rotation and use automation to reorder the rotation on alert creation via API.

GET [https://api.atlassian.com/jsm/ops/api/[cloudId]/v1/schedules/[scheduleId]/rotations]

PATCH [https://api.atlassian.com/jsm/ops/api/[cloudId]/v1/schedules/[scheduleId]/rotations/[rotationId]]

{
  "participants": [
    {{#webResponse.body.values.get(0).participants}}
      {{^first}}
        {
          "type": "{{type}}",
          "id": "{{id}}"
        }{{^last}},{{/last}}
      {{/first}}
    {{/}},
    {
      "type": "{{webResponse.body.values.get(0).participants.first.type}}",
      "id": "{{webResponse.body.values.get(0).participants.first.id}}"
    }
  ]
} 

This will move the current on-call user to the end of the rotation and the next alert will go to the user that was previously next on-call.