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Assignee field not populating from custom field

Luke_Board September 9, 2024

Attempting to set up automation from resolving a ticket to creating a new task, the customer field (value) assigns the name to the assignee field on the newly created ticket. 

The automation is showing success, but is the assignee field still blank?Screenshot 2024-09-09 at 14.07.23.png

I have also removed the field from set and left it blank and the custom field is set to picker

1 answer

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John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
September 9, 2024

Hi Luke - Welcome to the Atlassian Community!

Normally, Customers will not have a license to Jira and therefore, will not be able to be assigned issues to work on. In your case, does the Reporter (i.e. Customer) of the original ticket have a Jira license? If so, are they included in the Permission Scheme of the project for the issue being created and do they have the Assignable User permission? 

Luke_Board September 9, 2024

Hi John,

Yes, to all of the above.

Thank you for getting back to me. I used this specific field to assign an incident manager. In the examples I am testing, I am including myself in that value. When looking at the action report, all of the conditions are successful. I'm just not sure why the assignee field is still coming back blank.

 

John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
September 9, 2024

Thanks for the additional info. So, exactly what field are you trying to copy from? And is it a single user picker field or multiple user picker field?

Luke_Board September 10, 2024

Hey John,

I have set up an automation for a single user picker field to create a child ticket when the trigger ticket is put into a resolved status. I used the "edit and assign" action to assign the user from the trigger ticket to the new child ticket and to copy the value from a custom field on the trigger ticket to the custom field on the child ticket. However, the values are not copying over correctly; the field is not displaying the agent names.

John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
September 10, 2024

Why are you using advanced JSON instead of just selecting the field and doing a copy? 

Just do an Edit Issue action instead of an Assign user action. Select the Assignee field and then click the 3 dots next to the field and select Copy. 

Luke_Board September 10, 2024

I have read through previous posts, and this seems to have been effective for some,

will the same work for the custom field, or is the configuration different?

John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
September 10, 2024

It should work as along as it is a single user picker field. 

Oh, and is this Team-managed or Company-managed? If Team-managed there is a known problem. But should work with Company-managed. 

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