Automatically assign tickets from Organizations to Agents

Question

We have a number of clients who we want to segment into Organizations. Each organization has a member of staff responsible for them and assigns those tasks to specific developers to keep a tack of.

Is the following possible:
1) Ticket comes in from Client A from Organization ABC.
2) Ticket is automatically assigned to the agent responsible for Organization ABC
3) Agent can the reassign that ticket to a developer but also be notified of any changes in the ticket so they are aware of its status.

Angélica Luz · Answer

Hi Robin and welcome to Atlassian Community!

It's possible to create an automation, so when a ticket is created, the ticket will be assigned to someone.
Please, go to the Project settings > Automation > Add rule > Custom rule.

When this happens...
Issue created

If these match...
Issue matches: Organizations = Org.name OR reporter in organizationMembers(Org.name)

Then do this...
Edit "assignee"

Related to receive notification if they change the assignee to a developer, they will have to be watcher of the ticket and this can't be set on the automation, but we have three options:
- They can manually click on watch.
- They can go to their Personal settings and enable the option "Watch your issues", so when they made a change on a ticket they will be added as a watcher automatically.
- An admin can change this option on Jira Settings > System > Default user preferences and change Autowatch own issues to Yes.

Regards,
Angélica