Automatical reassign issue to previous Agent?

H K_4o5qpi

Hey there,

I am using the Jira Servicedesk. Our customers can only see the Customer Portal and have no ability to assign their issues back to an agent.

Is there a possibility to auto assign the previous agent who already worked on the issue when a specific status is triggered by the customer?

In my Workflows I already added "assign to reporter" to some of the transitions, but I could not find anything similar for the agent.

Thank you in anticipation.

MoroSystems Support

Hello there.

 

At first I want to ask you, why are you assigning it to reporter?

Customers should use the portal, where they can communicate (or trough email) and there is no need to change the assignee of the ticket. Agent then can have the issue assigneed to him for all time and inform user only by changing the status of the ticket (i.e. "Waiting for Costumer" and "Waiting for Support") and adding its comment. It is possible to add the transition on comment, so when customer add a comment, status is changed to "Waiting for Support" for example.