Auto Assign Specific Request Types to User

[Jeremy Cornwell]

Is it possible to have a one request type automatically get assigned to one user while the rest default to another user? If so how is this done? Thanks.

[Jack Brickey]

sure. just create two different workflows (note you cannot do this in next-gen projects in cloud). Have one workflow be associated w/ the single request type and the other WF associated to all other request types. Edit the WFs and edit the Create transitions, add a post function to set the assignee.

[Jeremy Cornwell]

From what I'm seeing it is only possible to have 1 issue type workflow active. Would it also have to be a separate issue type for that to work? Both are support issue types.

[Jack Brickey]

Oh sorry, I misread your initial request. Yes WFs apply to Issuetypes. So you would need to assign the on request type to a different Issuetype. Easy enough. M

[Radu]

@Jeremy Cornwell You can alternatively use automation across both Next Gen and Classic projects.

You can read my article on setting up agent notifications but make a edit issue action instead of an alert action ( https://community.atlassian.com/t5/Jira-Service-Desk-articles/Notify-your-agents-when-an-issue-is-created/ba-p/1157911 )

Here is a screenshot of how the automation rule would work like

Let me know if this works for you.

Cheers,

Radu

[Jeremy Cornwell]

That makes sense but to target specific request types you need to switch to advanced mode. All issues are the same type its the requests that are different. Whats the syntax for the condition to match request type?

[Radu]

@Jeremy Cornwell here are a few examples of using the request types

If you want to match 1 request type

"Request Type" = "Product trial questions (ECS)"

If you want to match all but the 1 request type above

"Request Type" != "Product trial questions (ECS)"

If you want to match multiple request types

"Request Type" in ("Technical support (ECS)", "Report a bug (ECS)") 

Hope this helps.

Cheers,
Radu