Jira service management

[swangyal]

I am new to Jira Service Management.  We have a restricted project and the project owner is automatically assigned the tickets. Our customer only open tickets using email. If a customer emails with an agent in the cc list then I want agent who is in the cc list to be assigned the ticket automatically.   How do I achieve that. 

Thank you

[John Funk]

Hi @swangyal  - Welcome to the Atlassian Community!

This would be difficult to do somewhat as there might be multiple people put into the CC list. Maybe even multiple agents. So how would it know who to assign it to? 

So, a few things - the people in the CC list should be added to the Request Participants field automatically. You could do a check if anyone in that field is in the Agents group and if so, update the ticket to make that person the Assignee. You could try all of this with an automation rule. Give it a try and if you have trouble, post back here with a copy of your rule and where the problem is. 

[Akash Singh]

Hi @swangyal, Welcome to Atlassian Community!

Assuming you are using the Jira Service Management email channel to create requests in your project, the default behavior is that any users included in the CC field are automatically added to the Request Participants field. This field is a multi-user picker, so multiple users can be added when the request is created.

Based on this, you could configure an automation rule to assign the request to one of the request participants, similar to the example shown in the image.

Keep in mind that the rule shown here attempts to assign the request to the first request participant on the issue. If there are multiple participants, you may need to add additional logic to identify and select the correct agent who should handle the ticket.

Also note that the automation will fail if it tries to assign the issue to a user who does not have a Jira Service Management agent license. To avoid this, you may want to include a condition to ensure the selected user is a licensed agent before assigning the issue.