We do not require an assignee, by default new requests are unassigned. Normally our Service Desk Agents assign ticket to themselves from the unassigned queue, update ticket as they work the issue, and once complete they resolve the ticket. Currently if they forget to assign the ticket to themselves they are able to mark a ticket resolved while leaving assignee item blank. Is it possible for me to require them to designate an assignee when they go to mark it resolved?
I would prefer to not require it to be resolved by assignee, as sometimes an agent will mark resolved on behalf of another agent, but I would like to require some assignee to be designated before it is marked resolved. We are using JIRA Version: 6.3.10 and it is integrated with Service Desk.
You can us a Workflow Validator to make sure there's an Assignee
It prevents the transition from taking place unless there's an Assignee.
You could have a post-function to assign to the current user too when setting the issue In Progress.
Both of these options would do what you require.
Update: I ended up opting to just add "assign current user" as a post function in the workflow. That was a fine solution for most cases, and for the rare case someone is closing on behalf of someone else they can just change assignee after marking resolved. Thanks for your help.
I have multiple projects that use variations of the same base workflow. The variations depend on the requirements of the project or issue type. The variations mostly come in the form of new statuses ...
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