How to set up "not accepted" button behavior

Question

Hi everyone,

I have a question about the "Not accepted" feature available for requester through the portal :

When the customer clicks on this button, the ticket is automatically sent back to its first status and assignee is set to unassigned.

Does anyone know how to set up this behavior to at least select automatically an assignee ?

Thank you,

Nicolas

Rebekka Heilmann (viadee) · Accepted Answer

Hi @Nico

This is a Workflow transition that is shown to the Customer. You can set it up/edit it in the Workflow Editor. You will have to check the Workflow that is used by the underlying Issue Type for this request type.

Show a workflow transition in the portal | Jira Service Management Cloud | Atlassian Support
Edit an issue workflow | Atlassian Support

A Workflow transition doesn't usually clear the Assignee so it's either a post function or it could also be an Automation rule that is set up in your project.