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

<figure><img src="https://296040630-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fu15pukNExHWOsjYrdZrh%2Fuploads%2Ft8nkZA9DFmVSemmzF9QU%2FScreenshot%202024-09-17%20at%208.52.58%20PM.png?alt=media&#x26;token=80812302-3f0a-4e3b-abac-631f76cda4b1" alt=""><figcaption><p>Create Round-Robin and Assign Alerts </p></figcaption></figure>

#### 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.

<figure><img src="https://296040630-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fu15pukNExHWOsjYrdZrh%2Fuploads%2FmWxVwq0v3YLdiZkwJanK%2FScreenshot%202025-02-22%20at%2011.36.14%20PM.png?alt=media&#x26;token=f087745b-ff0d-4adf-a511-5427b94e6189" alt=""><figcaption><p>Round Robin Schedule</p></figcaption></figure>

### 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 ](https://docs.pagerly.io/how-to-work-with-pagerly/create-round-robin-rotations)-> each user/ agent has fixed schedule created round robin wise
* [Task wise Round Robin Schedule](https://docs.pagerly.io/how-to-work-with-pagerly/round-robin-rotations-for-tasks-picking) -> 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.

<figure><img src="https://296040630-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fu15pukNExHWOsjYrdZrh%2Fuploads%2FkHKcNNfHeMhA6a0xg1x2%2FScreenshot%202024-09-17%20at%2011.05.34%20PM.png?alt=media&#x26;token=21e078a0-9534-4744-959e-caf7f7a744a7" alt=""><figcaption></figcaption></figure>

### **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.