Auto-Assign to On-Call responder with dynamic teams

[Derek Fields _RightStar_]

This is a suggestion for the Atlassian Automation team. Currently, the "Assign Work Item" action in Automation allows assignment to "On-Call responder" with a static team selection. It would be extremely helpful to be able to use a smart-value here to provide the Team Name (ideal) or the team id (less than ideal but acceptable). This way, we can have an automation that responds to a team being selected during ticket creation or triage and having the automation being done automatically without having a list of if-else statements to cover every possible team.

I would have opened a JAC request, but that space doesn't allow new public suggestions.

[John Funk]

Hi Derek,

Unless I am missing something in your question, you are wanting to assign a ticket in the JSM project to a Team. Correct? If so, you cannot assign a ticket to a Team, only an individual. 

[John Funk]

Also, let me ask some more clarifying questions. Is this for the Alert? Or is this for an Incident that gets created as a result of the Alert? What is the issue type of the work item being created? 

[Bill Sheboy]

Hi @Derek Fields _RightStar_ 

Yup, I remember when they removed that permission for the AUTO project in JAC.  I believe it happened at the same time as when they hid the old Code Barrel backlog, blog, etc.  Oh well...

There is a related open suggestion for using a smart value the assign action: https://jira.atlassian.com/browse/AUTO-2188

You could either add a comment to that one, or work with your Product Admin to contact Atlassian Support and ask them to create a new suggestion in JAC: https://support.atlassian.com/contact#/

Kind regards,
Bill

[Derek Fields _RightStar_]

@Bill Sheboy Thanks for the pointer to the JAC ticket. I don't like piggy-backing new requirements onto an existing issue. I don't like it when people do it to me, so I don't do it to others. 

I am hoping that eventually someone from the Atlassian Team might see this post. I may open a support ticket, but given the current backlog, my hopes of getting it implemented during my (working) lifetime is pretty low.

Derek

[Trudy Claspill]

Hello @Derek Fields _RightStar_ 

Change requests can be submitted through support cases. You can also use the Feedback option under the Help menu within Jira to provide feedback such as change request directly to Atlassian.

I suspect that the reason a smart value is not supported is because after selecting the Team another field is provided from which you select the On Call Schedules for that team. If a smart value was used to select the Team, the action would not be able to present you with a list of the On Call Schedules for the team.

[Derek Fields _RightStar_]

My understanding of the way the action works, is that I select "On-call responder" as the user type and then indicate which team I want it to select from. It doesn't require me to do anything else. All I want is the ability to specify the team by smart-value so that I don't have to have a set of if-else switch statements to cover every possible team selection.

[Trudy Claspill]

Disclaimer: I don't use JSM much.

Looking at the function it appears to me that you are required to select an On Call Schedule applicable to the specified Team. Otherwise how would the action determine which member of the team is on call?