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How to Change Assignee field automatically upon replying to customer?

Rose Sayegh

We would like the Assignee field to change to Unassigned automatically once a Reply is sent to a customer

Accepted answers

Daniel Ebers

Hi @Rose Sayegh

if I understand you right the trigger is a public comments (which means nothing else like a 'reply to the customer' in general).

This automation rule should get things done - could you please check if it works, to be honest, right now it is untested.

Regards,
Daniel

All comments

Ajay _view26_

Hi @Rose Sayegh

You could achieve the use-case either using a Post function

Ref - https://confluence.atlassian.com/jirakb/how-to-automatically-change-the-assignee-when-transitioning-the-workflow-705954603.html

Rose Sayegh

Thank you Ajay. But how can I set the following

Once an email is sent to client ( Reply to customer field ) change the Assignee field to Unassigned.

This is not a transition its an action or a change in the value of the "reply to customer " field.

I hope Im clear.

Thank you again

Daniel Ebers

Hi @Rose Sayegh

if I understand you right the trigger is a public comments (which means nothing else like a 'reply to the customer' in general).

This automation rule should get things done - could you please check if it works, to be honest, right now it is untested.

Regards,
Daniel

Rose Sayegh

works.. thank you very much Daniel

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