And we’re on Jira Service Management Cloud with 8 agents and about 900 tickets a month, and I’m tuning automation so routing and escalations align with our on-call handoffs. What specific auto-triage rules or tags have kept your SLAs green — like department-based priority or after-hours assignment — and how do you keep the team in sync during spikes?
One rule that’s kept us green: if our “Impacted Dept” is Exec or Finance and the ticket lands after-hours, we tag “after-hours,” bump to P2, and auto-assign to the Opsgenie on-call — essentially, “Impact IN (Exec, Finance) AND after-hours => P2 + on-call.” Small caveat: we exclude simple “how-to” request types so we don’t wake anyone unnecessarily; are you routing on-call via Opsgenie or JSM schedules?
Shift-change clumps used to drive me nuts, so we added a “handoff-30” tag: if Created is within 30 min of the on-call handoff, bump priority one level, add a 1h first-response SLA, and auto-ping the Opsgenie schedule. For spikes, a scheduled Automation rule counts created >= -10m; if it crosses our threshold it slaps “spike” on new issues and posts a digest to #helpdesk via Slack (lookupIssues makes this easy: https://support.atlassian.com/cloud-automation/docs/advanced-fields-in-jira-automation/). With about 900 tickets/month and 8 agents we had to tune the threshold to avoid noise — are you running a single queue or splitting by component?