Auto-Assign a Request to Specific Agent

Question

Is it possible to have requests submitted by specific users be auto-assigned to a specific assignees? We have multiple teams within our org, and requests from one of the teams needs to go to specific assignees who are trained to handle more complex requests.

Thanks in advance!

Alex_dddmmh · Answer

Hey @Kevin Thomson

I apologize I misread your question. Yes you can definitely do that but instead of using the request type in the IF part of the rule, select the reporter instead.

cheers,

Alex

Kevin Thomson_45q440 · Answer

Hey Alex,

Thank you for the reply! Unfortunately, all request types are going to be the same. I just need to be able to route requests from a few specific people to certain assignees.

Any ideas?

Alex_dddmmh · Answer

Hi @Kevin Thomson and welcome to the community!

If your Jira portal has a specific request type, perhaps an automation rule can do the job:

When: Issue Created

If: Request Type = REQUEST_TYPE

Then: Assign Issue

Jira offers many options to define the assignee.

I hope it helps,

Cheers,

Alex