Jira service desk- can you auto-assign service request with approval based on customer organization?

[Jessie]

A little background- I put together a Jira service desk with service requests with approval for our employees to request PTO. I would ideally like the request to be auto-assigned to the employee's manager for approval after it is submitted. I have organized our employees into "organizations" based on departments in the service desk project. 

Is there any way to now set up a way to auto-assign the requests that particular department/organization submits to their manager without downloading a paid add-on? 

[Brittany Wispell]

Hey @Jessie

What types of add-ons do you currently have? And are you on Atlassian Cloud or Server? 

[Jessie]

Hi! Currently we have the basics like Github and Slack integrations and Checklist. I just work for a startup so we are super conscious of our monthly expenses. But we are on Cloud version. I wouldn't mind paying for an addon as long as it is reasonable. But with 50+ users in our instance, when it gets to be $5/seat, that adds up!

[Brittany Wispell]

Hey @Jessie

Yeah $5 a seat sure does add up! I'd suggest doing a trial of each of the below to see which one you think you're team can benefit from besides just the requirements you have now. You might find more of a use for one. 

How is the manager determined for the employee that opens a ticket?

So you can update the assignee field OOB with a post function but the rest of your requirements need some form of scripting add-on. I had to test them out for myself before I made recommendations. I have a lot of experience with ScriptRunner but not the others. Below is a brief overview of my findings. :) Let me know if you have any other questions! 

I recommend...

1. ScriptRunner for Jira
2. Power Scripts
3. Jira Misc Workflow Extensions

Power Scripts you have to be able to write your owns scripts with SIL, I wasn't able to find an oob option like the below add-ons. 

Scriptrunner and Jira Misc have OOB options for auto-assigning based on a parameter. The parameter can be selected or created via a script. 

Jira Misc workflow helps you build a script. See image 1.

Scriptrunner has something similar. See image 2. 

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