Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

Recognition

  • Give kudos
  • My kudos

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Automatically assign tickets from Organizations to Agents

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.

1 answer

1 vote

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

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Asked in Jira Service Desk

Calling all Insight users, we need your help!

Hello Insight users,  As part of our (Mindville's) acquisition by Atlassian, our training team is looking to build some new Insight training materials. It would really helpful if you can ...

231 views 3 5
View question

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you