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How do I control ticket assignment?

James Heckman

I imagine this is a basic level question, but my Jira admin recently left and I'm filling in for a bit.

Our setup has groups and request types. I'd like a certain set of request tickets to be assigned to a particular user. Screenshot below, but as an example if someone comes in, goes to the ECINSIDE group and submits it ticket under taht "Report a Bug" request type ... where do I control assignment of that ticket?

Accepted answers

Taranjeet Singh

@James Heckman Check if the user in question is added as an agent in your JSD project and has "Assignable User" permission in the project. "jira-servicedesk-users" is more of a license group that provides JSD application access to users .

All comments

Taranjeet Singh

@James Heckman

Approach 1:

You will need to organize your requests/issues by using "Components" feature of a JIRA project. You can define Components and link each value of Component to a particular request type in the request form (by making use of Component field as a hidden field with preset value). Each Component will have a Component Lead defined who will be the default assignee of the request/issue if the request contains that component.

For more information on using Components, please see this documentation: https://confluence.atlassian.com/servicedeskserver0316/organizing-work-with-components-961789973.html

Approach 2:

You will need to use a 3rd party JIRA add-on that provides workflow automation.

Using a suitable automation rule for each of your issue type, you can use a JQL condition based on which the issue will be assigned to a fixed user (i.e. assignee field will be updated to a fixed user) for a each different request type and issue type combination.

Please refer this free 3rd party add-on if it helps in your use case: helps: https://docs.automationforjira.com/getting-started/use-cases.html#auto-assign-issues

James Heckman

This is a temporary band-aid until I can hire to fill the position. Perhaps a simpler approach ...

Right now we have it set so new tickets come in without assignment. We have an "Unassigned Issues" queue that my whole team monitors. We could easily identify tickets that come in that and manually assign ownership.

However, when I try to assign a test ticket to this user Jira doesn't find a match to his name.

I have him in the Group I think my previous admin set up to control access as well (it's the group others on my team have assigned).

Sorry to be so helpless, but what am I missing here?

Taranjeet Singh

James Heckman

We have victory!

Thank you so much for your help.

James

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