Previously, if someone create a Jira ticket on our Jira Service Management (service desk) ticketing system, it will auto-assigned to the person that i already assigned, and this person can quite overwhelmed with incoming ticket, event though we can route the ticket to another person, but the first impression will overwhelmed them.
Because of that, i’m looking a way to automate the assignment of Jira Service Management based on Opsgenie on-call rotation, and it can be done easily.
First open your Jira Service Management, head to your service project, say the name is “IT Support Service Center”, then you go to
Project Settings, then you got to
Create Rule, name your rule, add your trigger, choose
Issue Created then choose
Add Action, choose
Assign Issue, then choose
Assign to a user, then choose
On-call responder and choose the team that you want to have auto-assigned, then choose the on-call schedule name on that list.
Mine’s look like this
After this, you can create a new ticket, and it will auto-assigned to the on-call responder based on the schedule.