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Assignee field not populating from custom field

[Deleted User]

Attempting to set up automation from resolving a ticket to creating a new task, the customer field (value) assigns the name to the assignee field on the newly created ticket.

The automation is showing success, but is the assignee field still blank? Screenshot 2024-09-09 at 14.07.23.png

I have also removed the field from set and left it blank and the custom field is set to picker

Accepted answers

John Funk

Hi Luke - Welcome to the Atlassian Community!

Normally, Customers will not have a license to Jira and therefore, will not be able to be assigned issues to work on. In your case, does the Reporter (i.e. Customer) of the original ticket have a Jira license? If so, are they included in the Permission Scheme of the project for the issue being created and do they have the Assignable User permission?

All comments

John Funk

Hi Luke - Welcome to the Atlassian Community!

[Deleted User]

Hi John,

Yes, to all of the above.

Thank you for getting back to me. I used this specific field to assign an incident manager. In the examples I am testing, I am including myself in that value. When looking at the action report, all of the conditions are successful. I'm just not sure why the assignee field is still coming back blank.

John Funk

Thanks for the additional info. So, exactly what field are you trying to copy from? And is it a single user picker field or multiple user picker field?

[Deleted User]

Hey John,

I have set up an automation for a single user picker field to create a child ticket when the trigger ticket is put into a resolved status. I used the "edit and assign" action to assign the user from the trigger ticket to the new child ticket and to copy the value from a custom field on the trigger ticket to the custom field on the child ticket. However, the values are not copying over correctly; the field is not displaying the agent names.

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