Discrepancies in automation

Jhankar Ranjan Patel

Hi Team,

 

We receive tickets from our many customers, but the automatons are running differently for different customers (not uniform)

 

Please have a look at the below scenarios:

 

Scenario 1 (ideal) : We receive a ticket from Centurylink and it identifies the reporter and assigns it to proper organization (screenshot 1) .

 

Scenario 2: We receive a ticket from Allergan. It identifies the reporter but the organization is captured as Pramata (My Company)

 

Scenario 3: We receive a ticket from Mckesson and it identifies the reporter as support@pramata.com (my companies support email address) and the Organization is captured as Pramata (My Company) (screenshot 3)

 

Ideally we would want Scenario 1 for all our tickets but if that is not possible, we would want Scenario 3, so that we can manually create a queue for all unassigned tickets and assign them to relevant teams. We cannot create a rule with Scenario 2. The reporter can be anyone.

 

Please do let us know how we can fix this in easy steps.

 

Also, how can I reach to dedicated customer support?

 

 

Cody Stevens

Hey @Jhankar Ranjan Patel

This is definitely possible but it sounds like you already have automations in place for this. It would be helpful to see how your automations work before getting into the troubleshooting part.

 

In regards to your last question, you can contact Atlassian Support here. If the articles or the community cant help you, you can use the contact button in the top right.