Re assigning a new created incident

Question

Hello Folks and thanks in advance.

I am new to JSM Automation Rule Building and Here is my scenario:

I need to have a fresh service request go to our Manager group.

Next the Manager group has the option to assign the incident to

3 groups:

1. Cyber
2. Systems
3. Tech Support

Once the person in Manager Group (The assignee is "Joe" via round robin)

How do I then change the Asignee to another user once "Joe" selects a group?

Say If Joe is the Asignee, He selects to assign the ticket to Cyber and Jane is in Cyber, the Asignee status still says Joe"

This is my issue.

Thanks!

Aaron Williams · Answer

Hey @Jason Guzman

As @Marc -Devoteam- mentioned it's easier for help when there is more detail, especially when dealing with automations.

It sounds like you don't have the automation set up yet, but I would consider splitting this into two automations.

1. Assign the ticket on create

2.Re-Assign the ticket when a member of the team picks one of the three teams mentioned (can be achieved with a custom field)

Let us know if you already have something in place you'd like us to look at, or if you are requesting help getting something set up from scratch.

Thanks

Aaron.

Marc -Devoteam- · Answer

Hi @Jason Guzman

Welcome to the community.

Whenever you ask for help with an Automation Rule it will help us to help you if you provide:

1. what type of project is this (e.g., company-managed, team-managed, etc.),

2. images that show your complete rule.

3. images showing the details of any relevant actions/conditions/branches.

4. images showing the Audit Log details for the rule execution.

5. Explain where the issue is.

These questions are not for not willing to help, but to have community members understand on how automation works.