how to create the automation rule for assign work type to specific user

[Abilash]

we want to assign the onboard tickets  work type to specific user with automation rule.
please let me know any suggetions to create.

[Trudy Claspill]

Hello @Abilash 

When do you want that to occur? Should it occur as soon as the item is created?

What should happen if there is already another person specified as the Assignee?

What should happen if an existing item's work type is changed to "onboard tickets"? Should the Assignee be changed?

Have you tried to create the rule? Please share with us what you have and let us know what part you have struggling with.

In the case where you want this done when the item is created, you could alternately include setting the Assignee as a Post Function in the Create transition in the Workflow that applies to that work type.

If you wanted to do it with an Automation rule the structure, in that scenario, would be:

TRIGGER: Work Item Created
CONDITION: Work Item Field Value
  Field: Issue Type
  comparison: equals
  Value: <select the specified work type; i.e. "onboard tickets">
ACTION: Assign Work Item
  Assign work item to: Specify User
  Select a user: <select the user to whom the item should be assigned>

[Abilash]

Hi @Trudy Claspill ,thanks for reply.
the given steps tried but getting difficulty at selection of the value or field

[Trudy Claspill]

Thank you for the additional information.

In the Condition try changing the Field to "Request Type" to see if that gives you the option you need.

What type of Space does this concern? Click on the ... next to the Space name in the navigation panel on the left. Tell us what the last two lines in the pop-up say. I will be something like:

Service space
Company-managed

[Abilash]

@Trudy Claspill ,its Service space
Company-managed

[Trudy Claspill]

Did you try changing the Field to "Request Type" to see if that gives you the option you need in the Condition?

In a Company Managed Service space each work item will have a Work Item Type and optionally a Request Type.

Each Request Type is associated with a Work Item Type. Multiple Request Types can be associated to a single Work Item Type.

Request Types are what the customer sees in the portal. Work Item Types (aka Issue Types) are what an agent sees in Jira.

When an agent is viewing the item, if they hover over the icon next to the item key above the Summary they will see the Work Item Type for that item.

In the Details section for the item they should also be able to see the Request Type.

You need to define the condition to check that the Request Type and optionally the Work Item (Issue) Type of the trigger item are set to the values that match the types of an item you want to affect.

In your original post you said the "onboard tickets work type" which is why I initially suggested that you use the Issue Type field. It seems that "onboard" is not the name of the Work Item Type. Perhaps it is the name of the Request Type, seen by the Customers in the customer portal.

[Abilash]

Hi @Trudy Claspill ,thanks for reply.
the given steps tried but getting difficulty at selection of the value or field