🔄Round Robin Assignment of Alerts/Incidents (Opsgenie/JSM Ops)

With Pagerly, you can create round robin rotations and assign to Jira issues / tickets to agents or current oncall

Create Round-Robin and Assign Alerts

Overview

Managing alerts efficiently is crucial for teams working in shifts. Pagerly enables time-based round-robin assignment of Alerts and Incidents

This ensures fair and balanced distribution of workload among available agents while maintaining efficient ticket resolution.

Round Robin Schedule

Create Round Robin Schedule

You can create a Timewise schedule or Task wise schedule ( rotate user per task or alert assignment)

• Timewise Round Robin Schedule -> each user/ agent has fixed schedule created round robin wise
• Task wise Round Robin Schedule -> rotate user per ticket / issue assisgment

Use cases

1. Fetch Active Agents: Pagerly pulls real-time shift data from your on-call schedule.

2. Time-Based Round Robin: Issues are assigned to only those agents who are currently working.

3. Auto-Assignment: When a new Jira issue is created, Pagerly automatically assigns it to the next available agent in the round-robin queue.

4. Load Balancing: Ensures even ticket distribution to prevent overload on any single agent.

Benefits

• Fair Distribution: No agent is overwhelmed with tickets while others are offline or assigned to other oncall.

• Automated Process: Eliminates manual ticket assignment, saving time.

• Improved Response Times: Ensures that only available agents receive new tickets, leading to faster resolutions.

• Scalable & Customizable: Works for teams of all sizes with customizable rules.

Implementation Steps

1. Set Up Pagerly: Ensure your team’s shifts are configured in Pagerly.

2. Enable Jsm Ops/ Opsgenie Integration: Connect Jira to Pagerly via API.

3. Define Round-Robin Rules: Configure time-based round-robin rotation based on shift schedules.

4. Activate Auto-Assignment: Pagerly will now handle issue assignments dynamically.

Conclusion

With Pagerly, teams can streamline their Alert / Incident assignment process and ensure fair distribution of workload based on real-time agent availability. This feature enhances efficiency, minimizes response times, and improves overall team productivity.