How to auto assign a ticket based on the object taken from assets?

[Yousuf Al Rawahi]

There is a custom field (assets object field) called 'Resignee' where the data is taken from assets (objects), each object includes name, ID, department, manager...etc. When I create a ticket and select reporter 'Yousif Al Rawahi', the resignee field will be shown as Yousif Al Rawahi with his information (by automation rule):

Now I want to do with the assignee, based on Yousif Al Rawahi's manager, I want to assign this ticket to the manager when the ticket is created (by automation rule). Is it possible?

FYI: manager is a 'User' type:

[Sayed Bares [ServiceRocket]]

@Yousuf Al Rawahi yes that is totally possible:

1. You will need to listen issue created trigger
2. Add Lookup objects action to find your asset user object (which in this case should be Yousif Al Rawahi)
   1. Schema -> select the schema which your user objects are stored
   2. Query -> use a query to compare your Resignee with the user object in the asset scheme eg. Name like "{{issue.resignee.name}}"
3. Add Assign issue action
   1. set Select a user to {{lookupObjects.Manager}} smart value

Hope it helps!

[Yousuf Al Rawahi]

The automation status is successful, but it is not assigned, it says 'Issue was already unassigned'

[Sayed Bares [ServiceRocket]]

@Yousuf Al Rawahi your query in the lookup object is wrong, it should be something similar to

 Name like "{{issue.Resignee.name}}" 

If it doesnt work what is the output of

Name like "{{issue.Resignee.name}}"  if added in a log action? is Yousif Al Rawahi  object under IT assets? Can you share a screen shot from Resignee custom field configuration?

[Yousuf Al Rawahi]

In the log action it displays as my name.

It still doesn't work, it says 'Issue was already unassigned' when assigning an issue.

Resignee configuration:

[Yousuf Al Rawahi]

What is the purpose of adding Name Like in lookup objects?

I have used {{lookupObjects.Manager}} in log action, it gives me and empty result. It could be an issue from {{lookupObjects.Manager}}.