Can an issue be auto assigned to the agent who creates it in Service Desk

Question

I've seen several articles talking about auto assign, but it seems you have to specify a specific person's name, which is pretty useless if there are several people on a team.

I know that it's easy to click Assign to Me when you're creating an issue, but if you're creating a Request on behalf of a customer, you can't do that because the assignee field is hidden.

I have a team answering calls and creating tickets on behalf of customers. A fairly common Service Desk scenario I would have thought.

My understanding is that the agent can't create an Issue on behalf of a customer directly, they have to create a Request, which is unassigned by default.  They then have to switch to an open issues queue, find the newly created issue and assign it to themselves.

This is a pain.  Am I missing something?

Malcolm Truffletrowsers · Answer

Thanks for the quick response Kishore.

Yes I'm aware of that option, but as I said in my original post, as far as I can see that only allows me to select a specific user.

What I need is to say "Whoever is creating the issue".

unknown · Answer

Hi @Malcolm Truffletrowsers ,

You can write an automation custom rule for that specific project and based on the custom rule you can assign an issue to a specific project. This is an automation feature embedded with Jira Service Desk! Go to Project settings > Automation and add a custom rule.

Regards,
Kishore Kumar Gangavath.