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

Set assignee based on custom field value

We are using Service Desk for a project that maps to the issue type task on the back end. For this service desk there are 6 choices for "Customer Request Type." Depending on which of the 6 choices is selected in the customer request type field we want the issue to automatically update the issue's assignee. Is this possible?

2 answers

Are you using JIRA server? If so you can try using the add-on JJUPIN which should do the job, e.g.with a SIL update listener and a simple script 

0 votes

So, question - do you have a workflow assigned to specific issue types? For instance - I have a workflow in jira service desk for types of issue type Mobility.    In that workflow, I do a post function on issue create to assign to a user that specifically takes care of verizon / at&t / Tmobile requests.  That functionality is free.

Now - that raises some questions - for instance - why do this?  If a person is out sick or on holiday for a week you set yourself up for failure on SLA.  So, I also go in and have a Queue set up specifically for Mobility Issue tickets to be filtered into.  That way I can see the tickets in a nice bucket and how many there are to work on.

If you want to buy a plugin - script runner is what we use.  We use it to also trigger our assets (also in jira) to spin up a service desk ticket when their warranty runs out.

Suggest an answer

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

How has Jira Service Desk increased productivity in your org?

Hi Jira Service Desk community, Atlassian is on a mission to unleash the potential of all teams, and we know that tools are just one piece of that puzzle. With Jira Service Desk, we have productiv...

171 views 0 3
Join discussion

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