Prevent issue assignment based on field value
For HR I would like to implement an automation rule that prevents the issue being assigned to the same user that it is targeting.
Scenario:
User has complaint against HR employee that handles JSM tickets. If they make a ticket I would like to prevent this ticket to be assigned to that user(target) so that there is no conflict of interest.
What I tried:
When Issue is assigned
Compare if account ID is NOT the same as target account ID
Then set issue to Unassigned.
However I am having trouble with obtaining the information from a field called: Party name.
2 answers
1 accepted
The logic didn't work out as expected in the example above so I reversed it and instead made and if statement to check for a field value.
Users can now "select" their agent instead of trying to "not assign because it's about the target"
I use the "manager" custom field to allow the users to select the 'agent' that can handle this case:
If this field is empty, then we do not need to assign anyone specific so I can assign it to a user in a group. In this way you can use the manager field for request types that NEED to assign agents by the user.
For that we use the IF/Else statement:
Now we have automatic assignment for users in this project space unless a user needs to assign an agent themselves.
Goodmorning,
Good questions.
The field looks like this:
And judging by the Aa indication it is probably a user type field:
Instead of naming it I could identify it with it's custom field ID? That's probably in Issues > Custom fields > Field name > edit details > copy id from URL correct?
On another note, is the logic sound? To leave it unassigned might not be preffered I would rather assign it to someone except the for the target.
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