Assignee field not populating from custom field

[Luke_Board]

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?

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

[John Funk · Accepted solution]

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]

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]

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]

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]

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]

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]

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.