Auto assign ticket to agent on comment or reply

Question

Currently we use the Spiceworks helpdesk but are considering migrating to JSD.  In spiceworks, with the check of a box, we can assign an issue to an agent when that agent makes a comment or replies to a ticket.  Can this be done in JSD?  I do not see a way to accomplish this in the automation section of project administration.

Chris McCleary · Answer

I figured it out!!! This is the screen you want to get to, just open up the automation rule, and click the top right gear:

Chris McCleary · Answer

I think I'm almost there... I've got my post function set up correctly, to where it sets the "Assignee" to the current user. But the current user is "Jira Service Desk Widget" because that is the user performing the rule automation. How do I run the automation rule by the user who triggered the rule, as you say?

Nabil · Answer

This should be possible with the combination of automation and workflow.

The automation is used to transition the issue automatically when a comment is added by the agent. So when the issue is transitioned, add a post function in the workflow to assign the issue to "current user". Just make sure to run the automation rule by the user who triggered the rule instead of default user.