Smart assign JIRA issues — Load balancing, round-robin and more!
We love talking to customers about how they are using Automation for JIRA and what we can add to make their lives better. A common theme we saw was the ability to assign issues in a smart way. As we gathered more and more use-cases around assigning we realised that just adding a few options wasn’t going to cut it. We were going to have to look at a total revamp on how we let customers do one of the most critical things in their workflow — get the right person aware of and working on an issue.
With the latest release we now offer a ridiculous number of ways to assign issues to users. Just to name a few:
- assign issues based on current workload
- assign issues in a round-robin fashion to a group
- copy assignee from a related issue or JQL query
- copy from another field
- look back in the issue history at previous assignees or users who have commented
… As I said, customers came up with a lot of use-cases. Lets look at some of these in more depth.
Balanced Workload Assigning
At Code Barrel we try to offer the legendary support that we learnt at Atlassian and we use JIRA Service Desk extensively with many automations built on top of it. Part of this is ensuring that we share the workload so we can respond as quick as possible. Previously we would have to look at the current open issues and manually count how many issues were assigned to everyone doing support and then assign it to the developer with the least amount of tickets. Now we can simply use a rule on issue create that searches for a member of our team with the least amount of open tickets. This search can be customised to suit your needs:
Keep the same assignee for each customer
Part of legendary service is to build relationships with your customers and giving each customer continuity between interactions. To maximise this, we can now assign tickets to the assignee of the last ticket that the reporter raised (or even more sophisticated use-cases). We then fallback to a balanced workload.
A good team takes turns to do “those” scheduled tasks. We have a few of them — weekly releases, translations, paying bills…
To make sure everyone has their turn, we now have Round-robin assigning. You create the list of users manually or from a group, and each time the rule runs it assigns the issue to the next user.
If you want to gamble a little — we also have the ability to assign it to a random user…
Back and forth assigning
There are quite a few use-cases where you want to pass issues between users and have the assignee go back and forth as well. This is now trivial to do with Automation for JIRA.
A great example of this is when QA rejects a story:
You can also copy the value from other fields of the issue and use smart-values.
Synchronise with parent or Epic
You can now synchronise sub-tasks with their parent issue and stories with their Epic.
Want another use-case?
All up, there are now 16 ways to assign a user to an issue. Though we know our customers are a creative bunch so if you have another use-case you would like us to implement — just let us know at firstname.lastname@example.org
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