ASIGNAR INCIDENCIAS AUTOMATICAMENTE

[Alexis Rueda]

Necesito asignar la incidencia a un usuario específico luego que el informador la reporta, es decir, el informador la crea, ingresa unos datos y debe ir a un usuario específico para aprobación y luego regresa nuevamente al informador.

[Angélica Luz · Accepted solution]

Hello Alexis,

Thank you for getting in touch with Atlassian Community!
Just for us to better understand and help you with this question, can you please let us know what is the project type?
Do all tickets in the project will be assigned to this person or it will be only for specific tickets/customers?

Please, give us more details about the use case and we will check the steps to achieve this.

Regards,
Angélica

[Alexis Rueda]

Hi Angelica,

This project is to keep a record of visits to clients, some of these viewers (international) must be approved by the area manager, when the user routes this type of visit should be assigned to their area manager, who after approving it must return to be assigned to the user who reported it. Currently I placed a validation where I identified that the person in charge changed to force the user to route the incident to his boss but he does not guarantee that he does it.

[Angélica Luz]

Hi Alexis,

A customer can choose an approver through the customer portal and they can choose the manager if you add those managers to a list for them to select.
Related to change the assignee, customers can't do this on the customer portal and also the own reporter (if it's a customer) they can't be the assignee of their issues, an agent will have to do it manually or, depending on the triggers, you can create an automation to change the assignee.
You can find more details about automation on the documentation below:
- Automating your service desk

Regards,
Angélica