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.
Hello Community 👋, I'm a product manager at Atlassian, looking at improving change management capabilities across our products. In particular, we're looking at bridging the gap between Dev & ...
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