How do you auto assign a TICKET to a specific agent

Question

How on earth do you just simply auto assign a new ticket to a specific agent based on certain conditions? I've already tried Automation but everything there is "issue created" and these aren't issues, they're tickets. So each time I've tested it, it doesn't work. I don't need issue created, I need ticket created. What am I doing wrong?

Yash Raj_qzsyux · Answer

Hi @Gillian Berry

Can you elaborate that, on what conditions of a ticket you want to assign to a particular agent ?

Joseph Chung Yin · Answer

@Gillian Berry -

Welcome to the community.  First of all, a ticket created in JSM project is also known as an issue created.  Each ticket (via portal's request form) is associated with an issue type in your JSM project.

When you referring to "automation", I assume you are referring to automation rules that you have created.  If so, "Issue Created" triggering event is correct because it is the same as when a ticket is created.

You will need to review your automation rule's audit log and click on "show more" to see why the issue (or ticket) is not being assigned to your specific agent.

To access the audit log, go to Project settings >> Automation and then click on your specific rule.  In the specific rule UI, click on "Audit log"

If you click on "Show more" to the specific execution entry, you will see why the automation didn't assign the issue.  It is more than likely the created issues (tickets) failed in your condition(s) check, thus they are not assigned.

Lastly, if your automation rules setup is a chaining action (i.e. rule 1 will fire first, then the 2nd rule should then fired).  You will need to check the box "Allow rule trigger" checkbox for the 2nd rule.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.