New tickets incorrectly not assigned to project lead

Emile Renaud

Hi,

Sometimes, only for a specific customer, new customer support requests are incorrectly not assigned to the project lead.

Please see an anonymized example below.

1. Ticket is created by customer ABC
2. Ticket is auto assigned to me (Lego avatar)
3. I manually reassign to project lead ("BD")
   
   
   
   
4. The project lead is BD
   
   
   
   
5. There are no automation rules that should cause this
   
   
   

Can you please advise what we can do to figure out the cause of this issue and resolve it?

Thanks!

Joseph Chung Yin

@Emile Renaud -

Need some clarifications - Are you saying the issue should not have been assigned to you and the project lead should be the assignee?

If so, have you confirm if the WF associated to the issue type (request type) at issue create that there are no custom post-function setup to assign the issue to you?

Secondly, take a look at the audit log associated with the automation rule to see if your specific issuekey is processed by the rule.  If the issue didn't meet the condition, then the audit log should have "No action performed" in the log entry.

Lastly, are you using "Components" setup in your JSM project?  If so, check to ensure that there are no default assignee pointing to your account among your different components configurations.  (Project settings >> Components)

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.