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Trying to set up an automation rule which assigns new issues to agents based on issue type

Jack Howard_ton4h6

Hi All,

I am trying to automate how issues are assigned to our agents in the service desk based on what the issue type was when a customer entered a support request.

E.g. when a customer reports a bug (issue type: bug) I want this to instantly auto-assign to agent A.

When a customer submits a new feature request (issue type: new feature) I want this to auto-assign to agent B. And so on....

Currently the only way I can see (so far) to assign issues automatically is by selecting a project lead, but that is only one agent.

Any help much appreciated! Apologies if this is pretty basic stuff, it's my first week at this.

Accepted answers

Gaurav_0av1h6

Hello @Jack Howard

Welcome to the Atlassian community!!

This is achievable using automation. From the Project Settings navigate to Automation and create a new rule. Please refer to the below screenshot for the detailed set-up of the rule. This can be extended or customized as per your requirements.

Please accept the answer if this helps solve your query else respond and allow others to share input.

Assignee Automation.jpg

Liam Green

Hi @Jack Howard

Welcome to the Community! And welcome to the Atlassian software!

@Gaurav s answer will work perfectly, and if you want to check out anything else about automation, can I suggest the Automation Template Library

Hope that helps,

Liam

All comments

Gaurav_0av1h6

Hello @Jack Howard

Welcome to the Atlassian community!!

Please accept the answer if this helps solve your query else respond and allow others to share input.

Assignee Automation.jpg

Liam Green

Hi @Jack Howard

Welcome to the Community! And welcome to the Atlassian software!

@Gaurav s answer will work perfectly, and if you want to check out anything else about automation, can I suggest the Automation Template Library

Hope that helps,

Liam

Jack Howard_ton4h6

Thanks @Gaurav, I found that condition.

I do however notice that it doesn't indent like yours does, and branch off for each if condition. Does this look right to you?

JH.Jirasupport.jpg

Jack Howard_ton4h6

Thanks Liam, I will do

Jack Howard_ton4h6

I have just found out why! I need to use an 'If matches' instead of 'issue type equals'

Gaurav_0av1h6

Hello @Jack Howard

There is an indentation in the automation created by me as I am using the 'If-Else' statements while you are directly checking the Issue Type.

Logically, both will work in the same manner but as you are not using the 'If-Else' construct, it will check for each condition which might take a little bit longer...not that you will notice. But as a good practice, I would suggest using the 'If-Else' construct.

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