Re-assigning the user who resolved a ticket to a reopened ticket

[Brian Fleck]

I'd like to create an automated workflow that would re-assign a reopened ticket to the user that initially resolved the ticket. I thought I might be able to get that user from a smart field but I'm not sure what to be looking for.

[Kristján Geir Mathiesen · Accepted solution]

Hi @Brian Fleck and welcome to the party :)

One way that comes to my mind is to create a custom field, maybe call it "Initial Assignee", and then have automaton rule that is triggered on issue update when issue is initially assigned (make sure it runs only once). Then you can have another automation rule that runs when the issue is reopened, which copies from the "Initial Assignee" field over into Assignee field.

HTH,
KGM

[Vamsi Kandala · Accepted solution]

Hi @Brian Fleck,

Welcome to Atlassian community!

What @Kristján Geir Mathiesen suggested about creating the custom field is correct.  But, instead of naming it 'Initial Assignee', have it named as 'Resolved By' and create it as the user picker field.

Once the issue is marked as Done or Resolved, update the field 'Resolved By' with the currentUser() value, so that field is updated with whoever marked the ticket as Done/ Resolved.  As it is not always necessary that the assignee of the ticket is the same as that resolves it.

Now, when the ticket is reopened, (use the automation rule with trigger 'Issue transitioned') update the Assignee field by copying the value from 'Resolved By' to 'Assignee' field.

Hope this helps.

Thanks,
Vamsi

[Brian Fleck]

Thanks for this! I'll give it a try and see how it works.