Automation rule for the Same workflow using three different request types.

[Prinka Rai]

When a new ticket has raised using one of the three request types using the same workflow and issue type, the ticket remain unassigned. 

I want it to be auto assigned to a set user. 

automation rule i have set as:

[Mauricio Heberle]

Show us your automation log

[Darryl Lee]

Hi @Prinka Rai - you're on the right track. You'll need to make sure when you create a Condition that you allow for additional clauses (different Issue Types) via the ELSE IF function buy hitting the button I've circled in red below:

You would then simply add your conditions for each clause. So I don't have a Support issue type, but selected Bug, and then Story:

You can add that at the end of your existing rule, and then drag your Blue action blocks into the condition for Support, and then click on [+ Add component] to add similar actions/assignments for the other issue types.

[Prinka Rai]

Hi Darryl, I have tried this and set the assignee in the transition. Still, the issue is unassigned.

Here is the audit log for the error I just got after I set the rule and tested it. 

Rule:

Error Audit log -

[Mauricio Heberle]

I dont think you need three "If-Elses", from you print, seems that only two are sufficient. By your log, you might have a problem in your workflow. Check your conditions and transitions.

[Bill Sheboy]

Hi @Prinka Rai 

Based on what you described, have you tried changing the rule condition to include all three issue types?

If you have, what is not working as you expected?

Kind regards,
Bill

[Prinka Rai]

Hi Bill, I tried adding all three customer request types, it transit the issue to required status but the issue remain unassigned.

[Bill Sheboy]

We would need to see the audit log details to know more, but the likely cause is the two different edits of the issue colliding.

Perhaps try adding a Re-fetch Issue action after the transition and before the Assign Issue action.  That will reload the issue data before proceeding in the rule steps.

[Darryl Lee]

Ooof - once again, I misread the original question. Didn't see the real problem was the assignment was failing. Sorry.

However, when I was making my nice screenshots, I did see something that might help you: In your Transition action, you can opt to set fields there, so maybe you could try that and see if it makes a difference?

But yes, as @Bill Sheboy mentions - audit logs would be helpful. You might be running into a permissions issue where the Rule Actor doesn't have permission to reassign.