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Use an automation to change an assignee to unassigned back to the original assignee

Patrick Ricciardi

Hi,

In an automation (the new built in automations, not the old ones.) I am attempting to set the Assignee to a ticket to unassigned. Immediately after that I am attempting to assign the ticket to the person it was originally assigned to.

I've tried to do this in 2 different ways.

Used the Assigned Issue action and chose "Another Field Value or Comment" and "Previous Assignee".

Result:

Ticket stays as unassigned.

Created a custom field called Current Assignee. Start the job by copying the Assignee filed into the Current Assignee field. End the job by assigning using a smart value that points to Current Assignee.

Result:

Assignee is whatever the Current Assignee field is before the automation starts. (eg. if it is empty, assignee is Unassigned, otherwise it is filled)

Current Assignee IS filled with the correct value after the automation is finished.

Any ideas on this?

Thanks.

pat

Accepted answers

Jack Brickey

Hi Patrick,

can you help me understand your actual goal here? Why would you take an issue that is assigned, mark it unassigned and then immediately assign it back to the same person. The reason I ask is that maybe there is a better way to achieve your actual goal? For example, let's say you are doing this to force a notification to the Assignee. In that scenario there would be a better solution. Regardless, if I better understand your goals I could offer up the best solution.

All comments

Jack Brickey

Hi Patrick,

Patrick Ricciardi

haha. I should have put that in there, but I didn't want to distract from the question.

We have a need to send out an email to users outside of Jira every week a ticket remains open. Week 1 is Message A. Week 2 is Message B. Every week after week 2 is Message C.

I created an SLA that breaches after 1 week. This SLA starts on a transition change.

My automation sends out the email for the 1 week breach.

A second automation sends out an email for the breach +1 week and assigns the ticket to Unassigned, and back to an assignee.

I created a second SLA for the Message C. This one starts counting when the ticket is assigned from unassigned.

So the third automation runs when the Message C breach happens. It sends out the email with Message C, assigns the ticket to unassigned and then back to an assignee. Therefore continuing the loop.

pat

Patrick Ricciardi

I just realized I put my reply as a reply to the question. I don't know if you get a notification when I do that. Thanks for your help.

pat

Jack Brickey

Thanks Patrick. I might approach this different but that is neither here nor there really. In any event regarding your challenges with unassign/assign option 2 is the right approach but I think what is happening is that you are doing it all w/in a single automation. I think you need to set to unassigned and then have another automation assign, copying from the custom field.

Patrick Ricciardi

Thanks! I'll try that next. That's a good idea.

If you have another method for accomplishing the task, feel free to share. I thought about using the scheduled automation, but, it wasn't as precise as I wanted.

pat

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