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Automation triggered by ticket assignment

I am a Jira Service Desk newbie. I would like an automation to be triggered by a ticket which was unassigned being changed to assigned to a service desk team member. I am having a hard time finding the right condition to trigger this rule. Any suggestions would be appreciated. 

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Mike Rathwell Community Leader Aug 06, 2019

Good morning @akempler-delugach 

There are a few ways of going about this. Note that doing it directly in JSD isn't all that obvious.

  • If you want to do it directly in JSD, where you'd "auto-assign" a particular Customer Request Type to a specific assignee is to:
    • Add the "assignee" field to your request form. It'll drop under the "Hidden fields with preset values" section of the request configuration and insist you set a value
    • Set the assignee to whom you want this request type be handled by
  • Similar to the above, you can conditionally set an assignee in the "Create" transition of the workflow as a post function
  • If you generically want unassigned issues to be assigned to whomever picks them up, add post function to the transition from "Open" to whatever person makes the transition

I tend to use a combination of the first and last variants in JSD. Once you get deeper into Jira and configuring workflows... trust me... you'll be finding all manner of ways to assign tickets to humans but these suggestions should get you going.

Thanks @Mike Rathwell for another helpful response

Mike Rathwell Community Leader Aug 06, 2019

Always glad to help @akempler-delugach. I too was in your shoes one time. Jira is a great tool, huge, and complex but it ends up being rather fun to bend it to your will.

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