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  1. Jira Service Management Data Center
  2. JSDSERVER-2959

Automatically round robin assign Service Desk requests

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Summary

      As a JIRA Service Desk Administrator, I would like to be able to set up my Service Desk to auto assign tickets in a Round Robin fashion. This would be extremely helpful if it offered several different ways to have auto-assignment handled

      Environment

      Cloud
      Server

      Steps to Enable

      1. Open project settings
      2. Click on a menu option in the left hand menu (perhaps Auto Assignment?)
      3. Select the type of auto assignment you want to enable within the Service Desk project

      Actual Results

      Currently there is no option to do this within Service Desk

      Notes

      This feature would add more value if it allowed at minimum these two types of round robin assignment:

      • Assignment based on number of issues each Service Desk Agent currently has
      • Assignment based on all Service Desk Agents that are part of the Service Desk queue (this would not take into consideration backlog per agent rather it would just simply go down the list and assign tickets)

            [JSDSERVER-2959] Automatically round robin assign Service Desk requests

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            Remote Link New: This issue links to "Internal ticket (Web Link)" [ 976611 ]
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              Unassigned Unassigned
              tevans Tim Evans (Inactive)
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                Created:
                Updated: