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New tickets incorrectly assigned to admin and not project lead

Lyanh Hoon

Hello,

Somehow the new tickets created do not get assigned to the Project Lead (VH) even though the default assignee is set to Project Lead; instead, they keep getting assigned to an admin.

There's no post-function in the workflow that would auto-assign the tickets to admin or someone else as shown in this screenshot.

The project has no component or automation rule set up.

Is there another place that could cause new tickets to assign to an admin and not the project lead as configured? We are evaluating Jira Service Management and using the free JSM plan.

Accepted answers

Lyanh Hoon

@Riley Venable @Trudy P Claspill @Nic Brough -Adaptavist- After some more testing, I found that the Assignee field in the Request form for each request type defaults to the admin. After changing the Default assignee to unassigned, new tickets are now correctly assigned to the project lead. Thanks, everyone, for your time on this.

All comments

Trudy P Claspill

Is there an entry in the issue history that indicates who set the Assignee for the issue?

Did you check if there are any global Automation Rules that could be affecting the issue? If an Automation Rule has run against the issue, you can see that information by clicking on the Rule Executions field in the Details section of the issue details.

There could be a Listener set up that is taking action after the issue is created. That is another way the Assignee might get set.

Riley Venable

It is possible that the issue is being assigned to the admin due to an automation rule set up in Jira. You can check the automation rules in Jira to see if there is a rule that is assigning the issue to the admin instead of the project lead.

Lyanh Hoon

@Trudy P Claspill @Riley Venable The history has no information about the assignee as you can see in the screenshot.

There's no automation rule set up to auto assign. There's nothing in the audit log showing the tickets have been assigned either.

@Riley Venable Where to find a list of all listeners for the project?

Lyanh Hoon

Nic Brough -Adaptavist-

The lack of history means that this is being done at the time of creation - it's not a listener or automation.

With no components defined we can rule out component-lead functions.

That leaves me with

A post-function on the "create issue" transition
The current project lead not being an assignable user (and "allow unassigned issues" is off)

Trudy P Claspill

If the current project lead is not an assignable user then navigation to the Project Settings should result in this pop up displaying:

(at least, it does for me when I make an unassignable user the project lead and set default assignee to Project Lead)

Screen Shot 2023-02-17 at 5.51.16 PM.png

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