Can i auto assign a ticket by country and by request type?

Question

Hi all,

I want to auto assign tickets using 2 criteria, Country and Request type:

If a ticket is raised for South Africa and the request type is Benefits - then assign to a specific user.

Please tell me if this is possible?

Bill Sheboy · Answer

Hi @Lilian Gounden

Adding to Craig's answer...

You could use either Lookup Tables or a series of conditions to determine your assignment based on the other fields.  I recommend trying the Lookup Tables, and to learn more about that approach, please look here:

https://community.atlassian.com/t5/Automation-articles/New-Automation-action-Create-lookup-table/ba-p/2311333

https://community.atlassian.com/t5/Automation-articles/Update-Create-lookup-table-action-improvements/ba-p/2427798

Kind regards,
Bill

Craig Nodwell_7eve9b · Answer

Hi @Lilian Gounden yes you could easily perform this in an automation.