Assignment Rules

Setup assignment rules to make sure issues make their way to the right person.

As your team grows, assignment rules will allow you to make sure that issues are being handled by the right person.

Setup

Individual Assignment

Individual assignment rules can be setup using the "Set issue assignee" action in Triggers.

Team Assignment

First create Teams that model groups of people. Then, create assignment strategies to automatically assign issues to individual members of a team. When an issue is assigned to a team, the individual owner of the issue can be determined by the team's assignment policy. There are additional options to make sure you assign issues based on current User Status.

Round Robin

Rotate between each team member equally when assigning issues.

Recurring

Set up a daily or weekly repeating schedule. Based on the time of day, issues that are assigned to a team will fall onto the appropriately individual’s plate.

Skill-Based Routing

Skill-based routing matches issues to users who have the required skills (such as languages, product areas, or other custom fields). This ensures that issues are handled by the most qualified team members.

Examples:

• If a customer submits an issue in French, it is automatically routed to a team member who has the French skill configured.

• Bugs related to the Payments system are routed to employees with the “Payments” skill.

Capacity Rules

Even if a user has the right skills, they will not be assigned issues if they are inactive or have already reached their configured capacity. In those cases, routing continues to the next eligible user or falls back to other strategies.

The capacity calculation for round robin assignment counts issues in both New and On You status'.

Usage

Put team assignment policies into affect by creating Triggers that automatically assigns issues to a certain team.

A recipe for a common workflow

You can setup any number of workflows to make sure issues get to the right people. Some examples might be:

• Routing high priority issues straight to Tier 3 support

• Routing bugs about a specific topic to the subject matter expert for that product area

• Reassigning issues that have had their SLA breached

• Routing pre-sales issues from important accounts to your sales engineering team

• Routing issues from named accounts to their CSM

By creating subteams, you can effectively model complex assignment workflows, since each subteam can have its own assignment policy. If subteams are a part of a team assignment schedule, they will need an assignment policy set at the subteam level to work properly.