How to notify Previous Assignee on customer's response?

Question

Running a team of multiple agents, some are bound to be sick or on annual leave.

When a customer responds to a support ticket, that ticket transitions to Waiting for Support and the Assignee field is cleared (becomes 'Unassigned').

This is to prevent a case where the support ticket will only appear on the agent's queue and potentially be missed because that agent is on leave.

This allows all the agents to continuously review unassigned issues. As this is our main queue.

However, I would like to have the option to mention/notify in an internal comment the agent's name (previous assignee) that a customer has replied. This will allow for quicker traction from the support agent, given he/she are in the office.

How can this be achieved? If at all.

I use Automation 4 Jira, but if this can be done with the JSD Automation, that's good as well.

Thanks.

Gil_2dvf2c · Answer

Thanks, Angelica.

Angélica Luz · Answer

Hello Gil,

Thank you for reaching out to Atlassian Community!

Reading your use case, I believe that the best option is to add the previous assignee as a watcher or create an automation to mention an administrator or someone that can triage the tickets to assign it to another agent.

By default, the user should auto watch issues, it means that when someone adds a comment to a ticket, they will be automatically added as a watcher and receive future notifications. To confirm if this option is enabled, please go to Jira settings > System > Default user preferences and Autowatch own issues must be set as Yes.

Regarding the automation, I see that your site has only 7 agents, so since there are few people to mention, you can create an automation that mentions all the agents.

Currently, there is no option for Jira to recognize and mention the previous assignee, the automation must have a specific user to mention.

If you have any other questions, please let us know.

Regards,
Angélica