How do I set up an automation to change transition status based on the assignee?

Question

Hi,

My place of work is transitioning to using Jira as a support ticket platform. I'm trying to set up an automation to make it so that when a ticket comes in, it's "waiting for support" then when it gets assigned to one of us "agents" it changes to "in progress".

I had previously set up an automation that goes back and forth between "in progress" and "waiting for customer" depending on who the last comment/update was from. It worked/works fine but now it depends on the other automation working.

Current automation looks like -

When: Value changes for - Assignee

If: all match

- Status equals "Waiting for Support"

-Status does not equal "in progress"

- Assignee is one of *Our usernames*

-- Then: Transition the issue to - In Progress.

I don't understand what i'm doing wrong, any suggestions?

Cheers

Riley Sullivan · Answer

Hello @cmclean

I have a similar automation set up. However, I use the trigger Issue Assigned. Instead of looking the for the value to change the assignee, this will trigger when the issue is assigned.

Give that a shot and see if that works. Hope this helps!