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?
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.
The Jira Service Desk marketing team is working on a guide to help new Atlassian customers switch from email to JSD and we'd love to hear from you! Please share: - What made you realize that i...
Connect with like-minded Atlassian users at free events near you!Find a group
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs