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Auto-Assign Issue Based on Request Type

I have external users the open tickets.  One option they have is to select a "Request Type".  I have 4 options to choose from at the start of the portal.


How can Jira automatically assign to user or group when the reporter chooses any of the 4?  I want to auto assign for all 4 types.

 

THanks

 

3 answers

Hi Giancarlo -

For assigning to a user, it's as simple as putting the Assignee field onto the request type under the hidden fields.

For assigning to a group, you will need to create a field for that. I gave a talk at Summit 2018 where I discussed my team's solution to this problem. https://www.youtube.com/watch?v=QMpGMPnECSA

0 votes
Thomas Deiler Community Leader Jan 25, 2019

Dear @Giancarlo Agurto,

you are using the words "Request Type" and "Portal" in your question. I guess you are using Jira Service Desk and not just Jira Core, or?

You can do this with the Automation part of Jira Service Desk. Create a rule that is triggered on new created issues and when a certain request type (field name "Custom Request Type") is detected, the issues assignee field is modified to a specific user. See my screenshot of the rule:

create-requesttype-assign.jpgYou have to create 4 of this rules, each per request type.

Let my know how I can help you further

So long

Thomas

PS: "Celebration: this is my post number 1000!!!!!

Congrats on the 1000!!!  onto the next 1000 replies :)

 

How do I get to the automation part of Jira service desk to create that rule?

Thomas Deiler Community Leader Jan 25, 2019

When you go to the settings of your JSD project there is a tab on the left side:

settingsautmation.jpg

0 votes

Hello Giancarlo,

Welcome to Atlassian Community!

Since you mentioned request types, I believe you are using JIRA Service Desk, is it correct?

You should be able to achieve this functionality by creating the following Automation rule for each Request type:

Screen Shot 2019-01-25 at 19.11.46.png

For more information about automation rules on JIRA Service Desk, you can check the documentation below: 

Automating your Service Desk

Please, let me know if it works for you.

Awesome!!! Huge thanks!

Thomas Deiler Community Leader Jan 25, 2019

@Petter Gonçalves, aha, what did I miss in my answer?

Hey @Thomas Deiler

Your answer is perfectly complete. :)

I'm sorry that I didn't see it before posting my answer. Good job man!

Thomas Deiler Community Leader Jan 29, 2019

There is a difference - yours is for cloud mine for server. ;)

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