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

cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Announcements

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

L0 Member

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. 

1 REPLY 1

L0 Member

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-...

 

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

 

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

  • 542 Views
  • 1 replies
  • 0 Likes
Like what you see?

Show your appreciation!

Click Like if a post is helpful to you or if you just want to show your support.

Click Accept as Solution to acknowledge that the answer to your question has been provided.

The button appears next to the replies on topics you’ve started. The member who gave the solution and all future visitors to this topic will appreciate it!

These simple actions take just seconds of your time, but go a long way in showing appreciation for community members and the LIVEcommunity as a whole!

The LIVEcommunity thanks you for your participation!