Configuration
Configure your Dispatch Initiator
To use the functionality of Agent Dispatcher, you must configure an initiator. To do this, open the Jira settings and click on the gear wheel. Then open the app settings with "Apps".
In the app settings, click on the "Agent Dispatcher" tab in the left-hand navigation.
Here you have to enter an API token and the Jira user associated with the API token. It is very important that this user has the rights of a site admin.
To generate an Atlassian API token, you need to click on your avatar in the top navigation and then click on “Manage account”.
In the newly opened page you have to click on the upper tab "Security" and there under "API Token" on "Create and manage API tokens".
Now you can click on "Create API Token", name the token and copy it to your clipboard. (Attention: After closing the clipboard you can't call the token again. You have to create a new token)
Now, in the “Agent Dispatcher Configuration” under User, select the Atlassian account you used to generate the API token and paste the copied API token in the “API Token”-field.
Click on "Submit" after you have entered all the data. It was successful if the name of your initiator is now at the top after "Current configured Initiator".
Configure your Agents
When configuring your Initiator, the App automatically creates two User-Groups in your Jira Cloud-Instance: agent-dispatcher-permanent-agents and agent-dispatcher-potential-agents.
Users who should have permanent Jira Service Management access should be assigned to the group "agent-dispatcher-permanent-agents" in the Atlassian Admin Overview. These users also absolutely need Jira Service Management software access. These users can temporarily lend their licence to users in the group "agent-dispatcher-potential-agents". It is very important in the configuration that users in the Potential group do not have Jira Service Management Software-Access.
Examples:
Usage
Scheduling
Dispatches can be made or planned in the main navigation under "Apps" > "Agent Dispatcher".
As a site admin, you can schedule dispatches for other users. You simply select a dispatching user, a receiving user and a specific time period. Either the dispatch will take effect immediately or at the scheduled time period. It is possible to specify hours, but this cannot be done to the minute. At some point during the configured hour, the dispatchment is activated/deactivated.
The App is always running with 24-Hour Format and UTC.
License Pool
In order for the users of your site to access the license pool, you must first configure the size of your license pool.
License Pool Size
You need to specify the number of your available JSM licenses. Don't worry, you don't have to calculate. The app automatically subtracts all site admins and permanent agents from your specified license amount after saving the configuration.
Because the amount of site admins and permanent agents on my site makes four. The license pool only has 1 license available, despite my configuration of 5 licenses.
Time Span
The Reset Timespan is the time span (in hours) how long a user may keep a license from the license pool in case of inactivity. For example, if 5 hours are configured, a user can keep his license for 5 hours despite inactivity.
Every hour, the app goes through all users with a license once and checks the duration of their inactivity. If they are inactive longer or exactly as long as the configured time, they lose their license and if necessary a user in the queue gets the JSM access.
Confirmation
With the Confirmation toggle, you can configure whether users simply request a license automatically when viewing an issue in a service project, or have to confirm this request first.
No Confirmation:
Confirmation:
Which users can access the license pool?
Every user, who doesn't have a permanent license and is assigned to the group “agent-dispatcher-potential-agents” can access the license pool. To see how to configure potential agents, see in the documentation above.
