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Due to the temporary platform limitations, you may find that Skillset Experts are not being calculated automatically in Jira Service Desk issues. This can be fixed by adding the “Skills for Jira” user as an Agent. Be aware that Jira Service Desk is billed per Agent seat. The limitation is temporary and will be removed in future releases. |
| Info |
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You can use “Skillsets” in a JQL query/filter (see JQL) to easily implement basic Self-service assignments (or a custom routing solution based on JQL) for expertise-based routing. This way you can have your agents only see and transition support process requests that they have expertise for with minimal downtime. |
The Atlassian-recommended approach for ticket routing is to use automation to assign tickets to different queues based on custom-defined criteria. If your main concern is to route tickets to a right agent that has the expertise and availability to handle it, “Skills for Jira” can help you simplify this approach and avoid maintaining custom logic and artificial constructs.
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