Can we auto assign tickets in Jira Service Desk?

Question

We are currently using Spiceworks helpdesk and trialing JSD on-prem (installed on our JIRA Server). Within Spiceworks, there are 2 methods for auto assigning tickets.

1- When an agent first replies to a new ticket, that issue is now assigned to that agent.

2 - When an agent uses a macro in the body of the email, for example they add the string "#assign rich", the ticket will be assigned to the agent Rich.

Is there any way we can do something similar with JIRA Service Desk?

Srikanth Ganipisetty_3xgf81 · Answer

This works

rich johnson · Answer

I answered this too early.  What actually happens, is it looks at ALL comments, not just the most recent.  Example:

* New ticket created by user Bob
* Heldesk tech, Ryan comments: "#assign"
* ticket gets assigned to Ryan because "#assign" is found in the comments.
* Helpdesk tech Alice comments: "something"
* ticket gets assined to Alice because the comments still contain "#assign" from Ryan's comment.

Is there a way in the JQL to serch only the most recent comment?

rich johnson · Answer

We ended up using the free plugin, "JIRA Automation".  The rule looks like:

project = ITHD AND (comment ~ "#assign" OR comment ~ "#accept")

Then: set assignee to last commented.

How it works:

If I comment on as issue and somewhere in the body of the email i write "#accept", it will assign the ticket to me.  Just what I was looking for.