Automation for unassigned ticket

Question

I'm trying to create what should be a simple automation - send an email when a ticket is unassigned.

In my rules I have these steps:

If: Matches Assignee is Empty

Then: Send email (goes to group email list)

Else:

Send email to assignee

The else fires but not the first condition.

In my test I am creating a ticket with Unassigned for the assignee.

Joseph Chung Yin · Answer

@Steve Suranie -

To supplement what @Marc -Devoteam- stated, please note that your notification (custom email action to issue with assignee) action will create duplicate notification to the assignee

* The email notification from your automation rule
* The system default notification from your JSM's project's notification scheme setup

So you may not want to send notifications to the assignee unless your custom email has custom instructions for the assignee to be aware of.  As you know that we are all dealing with too many emails throughout a day.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Marc -Devoteam- · Answer

Hi @Steve Suranie

I expect you this rule executes on the creation of the issue?

Use the Re-fetch issue date action before you if/else statement, this should solve your issue.