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.
This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.Read more
Hi Community! My name is Amir and I’m on the Jira Service Desk product marketing team at Atlassian. Our team would love to understand how you’re leveraging our ecosystem for Jira Service Desk. Wha...
Connect with like-minded Atlassian users at free events near you!Find a group
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs