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Alternate Assignees for issues

Amy Powell

I understand that I can't assign a group to a single ticket. I get that. But what if I want to alternate between two users. So every ticket that gets opened for a specific issue type switches between this person and that person. Can I do that? If so, how?

I already know about the Queue option, and that doesn't work for us. We won't want these people to have the option to pick and choose which tickets they get. The idea is just to alternate assignees evenly.

Any guidance would be greatly appreciated.

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Leo_e8op2r

Hi @Amy Powell,

I'm not sure I got your requirement or not. if you want to have 2nd assignee then you can create user picker field as "Secondary Assignee" or something and have one more assignee(Don't forget to adjust notification scheme)

Or if you want the ownership to be changed when the ticket is moving to particular status. have a transition screen with assignee field and change it during the particular transition

BR,

Leo

Amy Powell

Thanks Leo, but neither of these are actually what I was looking for.

I want, when a ticket is created, for it to go to one of two users, by default. So for example, Joe Shmoe has a problem with the flux capacitor. We just so happen to have a team of two people who works on the flux capacitor, so we'd like the user with a problem to open a ticket. When the ticket gets opened it goes to either Flux Capacitor fixer #1, or #2, the tickets opened alternate between assignees.

Does that make more sense?

Carla Ann Rowland

Hi Amy,

you could do a post function when it is created then have it go to the group and the code can bet set up to choose the first or second user of the group I have seen this using script runner code.

Gikku

See below

Italo Qualisoni [e-Core]

You can use Automation for JIRA for that, check this great article

https://blog.codebarrel.io/smart-assign-jira-issues-load-balancing-round-robin-and-more-530f3a48bb25

Gikku

Hi @Amy Powell

You can use the Jira Workflow Toolbox add-on post function to randomly assign requests to members of a project role. Here in this requirement as you said, if you can create a separate workflow for those requests and a dedicated project role, you can achieve this.

For more details, refer the link here

Amy Powell

Hi Carla,

Thank you for taking the time to respond.

I created a post function to assign the ticket to a group, but in the "Action" Section the options aren't helpful:

Force assignment (default)
- Assign to the default role member regardless of the value of the Assignee field on the transition screen.
Only if "Automatic"
- Assign to the default role member only if user selects "Automatic" as the Assignee in the transition screen.
Use selected assignee, only if a member of the required role
- Use the assignee selected on the transition screen if s/he is a member of the required role, otherwise assign to default role member.
Use selected assignee if changed on the transition screen
- Use the assignee selected on the transition screen if it was changed by the user or if it is on "Automatic", otherwise assign to default role member.

Bernhard Doleschel _Ease Solutions_

Disclaimer: I´m employed at the vendor Ease Solutions

Hello @Amy Powell ,

I´m not quite sure about your use case, but may our add-on A4J - Absense for Jira could help you. You can define a substitue person when you out of office. So issues assigned in this time will be redirected to your colleague.

Have a great day, Bernhard

Amy Powell

We use JIRA Server, and I am not looking to have to pay for an add-on, though admittedly this would do what I want, I was trying to find a way to solve without an extra cost.

Amy Powell

I am not looking to have to pay for an add-on, though admittedly this would do what I want, I was trying to find a way to solve without an extra cost.

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