Automation for assignees

Question

Hi,

I would like to know the following:

Imagine we have a workflow defined as follows:

A ticket that goes from team A (with an assignee A) to  team B (another assignee B) .

What I would like is that  when it returns back from B to A, it is automatically assigned to the initial assignee of team A.

(Currently I have an active automation were the ticket became unassigned when passing from one team to another).

Thank you

Joseph Chung Yin · Answer

@Alejandra González -

Along the same line mentioned by @Paul Krueger , you would want to create a custom field (people picker data type) assigned to the project's issue but have it hidden.

In your automation rule, when a ticket moves from Team A to Team B, then you will need to populate this custom field with the original assignee.  Subsequently, if the issue moves back from Team B to Team A, then you will take the custom field's value and then reassign the ticket to it.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Paul Krueger · Answer

You'll want to populate a custom field when the issue is assigned from one team to the other. Then your automation can check to see if that field is populated. If so, assign to that person.