Auto-routing for project

[Jess Katz]

I have a project in Jira Service Management and one of the fields in the form that multiple team members need to fill out is called "Product Line," where they choose one product from a drop-down menu. Once they fill out the form, we want the relevant team member who owns that product to get auto-notified by email that a ticket for their product was created. How can I create this auto-routing?

[Christopher Yen]

Hi @Jess Katz 

This can be done through an automation rule.

1. Trigger: you can set it to "When Value changes for" Product Line and use "Any changes to the field value"

2. Then select an IF condition, specifically the IF or ELSE: Add condition options

3. Then set up an IF condition for each of your product line owners where Product Line is one of ________ (then select all the product lines that user owns)

4. Action: Send Email letting them know a ticket was created for their product line.

Below I'll include a screenshot of a routing rule we use, it's different in that we just assign it to team's queue using a custom field but generally your rule will follow this format

So when referencing the screenshot system/service would be equivalent to your Product Line field, and instead of "Edit Work Item fields" you would use "Send Email" action

[Brian Kirwa]

Hi @Jess Katz ,

You can achieve this kind of auto-routing using Jira Automation based on the value selected in the "Product Line" field. Here's a simple way to set it up:

1. Go to Project Settings > Automation.

2. Create a new rule with the following setup:

   • Trigger: Issue Created

   • Condition: If “Product Line” equals [Product A]

   • Action: Send email to [Owner of Product A]

3. Repeat the condition/action pairs for each product line.
   Alternatively, you can store the mapping between Product Lines and team members (email or account ID) using Smart Values + Lookup Tables to make it scalable.

Example smart value usage: {{lookupObjects.get(issue.fields."Product Line").email}}

If you're using the Assets/Insight feature, you can also store Product Owners there and pull their contact info dynamically in automation

Let me know if you'd like a sample rule!

Cheers!

[Bill Sheboy]

Hi @Brian Kirwa 

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Kind regards,
Bill