JSM Cloud Automation rule to auto-reassign the previous assigned user not re-assigning the agent

Question

Hi,

I could really use your assistance with a rule I created in JSM Cloud using Automation. The rule is supposed to automatically re-assign the previously assigned agent to the ticket if it goes from a status of closed to re-opened. While the ticket does transition from closed to reopened, it shows that the user assigned is Automation for Jira and not the previous assignee. Is there anyway to do this?

Thanks so much in advance for your help!

Best,

Jesse

@Kris Dewachter

Kris,

The Automation for Jira user was never assigned. Also, I do have another automation that is for "Re-open issue on customer comment". I wonder if the two rules can be/should be combined. The second rule works like this:

Rule details:

Name: Re-open issue on customer comment

When: Rule is triggered on

Comment type: All comments

If Compare two values
Advanced compare condition:
First value*
{{issue.status.name}}
Condition
equals
second value
Closed
initiator is a customer
User condition
User
User who triggered the event
Check to perform
is a customer 
Then: transition the issue to reopened
Transition issue
Destination status
Reopened
And: Send email
Send Email
to
Assignee

Additional images:

Kris Dewachter · Answer

Hi @jesse.hogan ,

There might be a conflict between the 2 automation rules. Since one of them posts a comment on the ticket, and the other one is triggered when a comment is posted.

Do you have the "Allow rule trigger" checkbox checked in the "Rule Details" section of any of those 2 automation rules ?

Also, can you check which automation rules are triggered for your issue ? You can check this in the issue details, "Rule Executions"

And also, in your workflow, can you check if you have any post functions on the transitions that might set the assignee?

Best regards,

Kris

jesse.hogan · Answer

Kris,

I had to edit my original message and add the information to that since it wouldn't let me reply with it on here since it said that the information was similar.

Thanks for any help you can provide. I hope the additional information makes sense.

Kris Dewachter · Answer

Hi @jesse.hogan ,

Can you check in the issue history is the 'Automation for Jira' user was ever assigned to the issue ?

Also, what happens if you exclude the 'Automation for Jira' user from the 'Assign user' action in your automation rule ?

Best regards,

Kris