How to assing an incident ticket to a user or group?

Question

Working and generating the project to receive reports from failures, I am trying to set up the environment to create reports, but now, I am struggling trying to create rules (automation) or manually assign tickets during business hours and during on call shifts, 
Would someone please provide guidance about this?

Rene Villalobos · Answer

Hi @Valerie Knapp 
Thank you for your answer, I do apologize for lack of description in my comment.
We are trying to work with JSM for ticket tracking assignment, We have already created a project to receive tickets, the problem is when we try to assign them, I have tried on two different ways:
1. Via automation rules, where we are trying to define business hours from 9am through 6pm, after that an on call shift is being scheduled. As a first step, we are trying to catch all tickets from business hours, screenshot attached.
When the rule is validated, no error messages are triggered/displayed.
Also, when we check the automation rules for the test incident, we are able to see that no actions were performed to assign the test tickets created.
Then a second option could be a manual assign where I choose who should work the ticket.

Joseph Chung Yin · Answer

@Rene Villalobos

Welcome to the community.  I agreed with @Valerie Knapp suggested.  It was not clear on your meaning of assigning issue to a group?  By default, an issue is typically assigned to an actual agent instead of a group.

Take a look this article back in 2022 on group assignment in the community - https://community.atlassian.com/forums/Jira-Service-Management-articles/Unlock-more-value-of-your-ITSM-processes-with-group-based/ba-p/2217395

Best, Joseph Chung Yin

Valerie Knapp_dpp5c6 · Answer

Hi @Rene Villalobos , welcome to the Atlassian Community and thanks for your post.

When you say you want to assign issues manually with automation, do you mean you want to assign tickets automatically?

There are different ways of achieving this. For example, in a Jira Service Management project, you can use the components functionality, which you can use to divide up different subject matter areas and then indicate a component lead. Then, it would be possible where a component or subject area is indicated to assign the ticket automatically to the component lead https://support.atlassian.com/jira-software-cloud/docs/who-does-the-automatic-assignee-option-assign-an-issue-to/

If you want to use automation, I always recommend that people check out the automation library here https://www.atlassian.com/software/jira/automation-template-library/rules#/rule-list?systemLabelId=all&page=1&pageSize=20&sortKey=name&sortOrder=ASC

For example here, https://www.atlassian.com/software/jira/automation-template-library/rules#/rule/140670 , there is a rule which should assign the ticket based on the country. You could do something similar with another custom field.

Please have a look at these links and share your feedback.

Of course if you have any questions, please write us again here.

Best wishes and good luck!