Jira Service Management - Automation

[ML]

Hello,

I would like to know if it is possible in a Jira Service Management project to assign a ticket directly to an agent based on a field of the form from a specific type of request with an automation.

If it's possible, could you tell me how to do it ? 

Thank you,

[Marc -Devoteam-]

Hi @ML 

yes this is possable.

What did you try to achieve this.

This is not willing to tell, but for you to understand how to work with automation, rather then just providing a solution you might not understand.

[Sam Campos]

Definitely possible!

If it's a form in the JSM context, then you'll have to link the response to a custom field. From there, your automation would look something like:

• Trigger: When a work item is created
• Condition: If custom field from form equals/contains/etc
• Action: Assign to agent