Prevent issue assignment based on field value

Mario P_fdpabz

For HR I would like to implement an automation rule that prevents the issue being assigned to the same user that it is targeting.

Scenario:

User has complaint against HR employee that handles JSM tickets. If they make a ticket I would like to prevent this ticket to be assigned to that user(target) so that there is no conflict of interest.

What I tried:

When Issue is assigned

Compare if account ID is NOT the same as target account ID

Then set issue to Unassigned.

 

However I am having trouble with obtaining the information from a field called: Party name.

 

 

Mario P_fdpabz

The logic didn't work out as expected in the example above so I reversed it and instead made and if statement to check for a field value.

Users can now "select" their agent instead of trying to "not assign because it's about the target"

I use the "manager" custom field to allow the users to select the 'agent' that can handle this case:

If this field is empty, then we do not need to assign anyone specific so I can assign it to a user in a group. In this way you can use the manager field for request types that NEED to assign agents by the user.

For that we use the IF/Else statement:

Now we have automatic assignment for users in this project space unless a user needs to assign an agent themselves.