Prevent assignation if is already assigned

Albert Manuel

Hello,

I have a specific situation that i cannot find a way to solve, I need some ideas/suggestions:

Platform: project on Jira Service Management (Datacenter)

By default, a ticket comes from the portal (service management customer) unassigned (on our platform) - and many times it happens that an agent is assigning the ticket to themself, but in a matter of seconds, another agent is assigning the ticket to another one - Jira is not saying that that ticket is already assigned or something, and this leads to confusion.

 

IS there a way if a ticket is already assigned to prevent/announce somehow another user that wants to assign the same issue?

We have Automation and Scriptrunner if that helps.

Thanks

Jack Brickey

No means of doing this OOTB. There isn't data locking in Jira (for good reasons) so if user A and user B open the same unassigned issue and user A assigns the issue to themself then user B does the same then it will end up with B. Now you could use notifications to ensure all agents see "issue assigned" notifications which would assist with User A discussing with user B.