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Automatically assign a ticket to a user group depending on ticket type

Deleted user Jun 10, 2021

Hi to everybody,

    I'm new to Jira Service Management Tool and I'm configuring a service desk for our retail/logistic office.

I would like to ask if somebody can help me: I would like to automatically assign a ticket to a user group depending on the ticket type selected by the customer. 

We have 3 different support teams that must be informed only about specific problem types and they don't have to know about ticket that cannot be managed by them.

Thank you for your help.

BR.

1 answer

Hi @[deleted] , welcome to the Community!

You can set up an Automation rule (Automation is found in project settings).

Your trigger I assume would be the  Issue Created trigger. You can then add various conditions (e.g. using the Issue fields condition, you can filter down for issue type, request type or any other field value). You can add these conditions within an If/Else condition, so that all 3 of the groups and conditions and actions can all be built within the same rule.

You can then use the Assign Issues action to assign the task to a user in a particular group. There are 3 methods you can select: Work balanced (it will assign the task to the user with the least amount of tasks assigned to them as specified in the JQL), round-robin (each time the rule runs, it will assign the task to the next person in the group) or random.

Hope this helps!

auto-assign.PNG

autorule.PNG

Deleted user Aug 13, 2021

Thank you but their request is different.

I know that I can auto assign a ticket and I already did this configuration.

My colleagues asked me to give them a way to know, inside their own queue view, if a ticket has an unread comment or new tickets that they didn't read yet.

They receive hundreds of new ticket per day and they want to know the updated ones in order to process them.

Deleted user Aug 13, 2021

We came from OTRS and they have a "new tickets" view in their dashboard and every ticket with an unread comment was highlited in bold with a red circle badge on the first column.

They know that every ticket with the red circle badge was new or updated and they opened it in order to check the comment.

Like Laura Holton likes this

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