Does demisto xsoar support automatically assign tickets to analyst based on a list

SherryZhou — Wed, 24 Apr 2024 09:41:37 GMT

Need help

We have several analysts on schedule to perform ticket review bi-weekly.

I have used a demisto xsoar job to generate a ticket review ticket every 2 weeks.

However, how do i assign this ticket to the analyst automatically based on the shift schedule I have. For example, first is A doing the ticket review and then B doing the ticket review and etc.

Re: Does demisto xsoar support automatically assign tickets to analyst based on a list

RichFontaine — Wed, 24 Apr 2024 11:51:39 GMT

Hi SherryZhou,

If you haven't done so already you are going to want to define each analysts shift within XSOAR. To do this we recommend following this section in the XSOAR Administrators Guide.

XSOAR 6 Shift Management:
https://docs-cortex.paloaltonetworks.com/r/Cortex-XSOAR/6.12/Cortex-XSOAR-Administrator-Guide/Shift-Management

XSOAR 8 Shift Management:
https://docs-cortex.paloaltonetworks.com/r/Cortex-XSOAR/8/Cortex-XSOAR-Administrator-Guide/Shift-Management

Once your shifts are defined you can begin to assign these cases to current "on call" analysts by adding the AssignToNextShift automation from the Shift Management Content pack to the playbook that is executing when the job is run.

Content Pack Overview:
https://cortex.marketplace.pan.dev/marketplace/details/ShiftManagementAssignToNextShift/

AssignToNextShift automation overview:
https://xsoar.pan.dev/docs/reference/scripts/assign-to-next-shift

Kind regards,
Rich

topic Re: Does demisto xsoar support automatically assign tickets to analyst based on a list in Cortex XSOAR Discussions

Does demisto xsoar support automatically assign tickets to analyst based on a list

Re: Does demisto xsoar support automatically assign tickets to analyst based on a list