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I want to auto assign service requests based on the request type

i have renamed the default service request types to my own  set of names.

My team has 4 engineers, hence i need to auto assign the requests to diffrent engineers based on the request type

is this possible out of the box? 

1 answer

1 vote
Jack Community Leader Jun 23, 2019

You can use the Automation feature to do this. Here is an example of what it would look like.

16B79AD3-D04C-42C9-86E6-05BAE8E0EB51.jpeg

Jack, I guess the screen is from JSD cloud :) In server it looks older but the whole configuration is the same. In "IF" you have to put JQL so you can define more than one request type to the assignee in one box (less clicking). By clicking "+", you can add more IFs, so you don't have to create separate rule for every request type. For "THEN" box, you have to click Edit issue and select field "Assignee".

To find this configuration, go to the service desk project settings > Automation > Add new rule > Custom rule.

 

More about rules: https://confluence.atlassian.com/servicedeskserver/automating-your-service-desk-939926334.html

 

automation.png

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