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Automation JSM: Assign automatically a new issue to the agent who is responding on the ticket.

Jasmin Olliges
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February 22, 2024

Hi all,

Im trying to make a automation that will automatically assign a new created ticket from the customer portal to the agent that is commenting on the ticket. So the first responder. I'm struggling how this should be configured.

I've tried using the smart values, but it seems I'm stuck there...does anyone know how to configure this?

 

Many thanks in advance!

2 answers

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Mayuresh Kamble
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February 22, 2024

Hi @Jasmin Olliges ,

Welcome to the Community!

Please refer to this post Asign issue to first commenter and try to set up the automation posted by Diogo Teles.

Hope this helps!

Regards,
Mayuresh

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Alicia Rodriguez
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February 22, 2024

Hello, you can achieve this with the following automation.

Trigger: The rule is triggered by all comments that are added to an issue.

Condition: This is followed by a condition that checks whether the number of comments in the issue is exactly one. This is achieved by the smart value {{issue.comments.size}}, which reflects the size of the comment list of an issue. The condition checks whether this value is equal to 1, which means that the trigger only takes effect on the first comment of an issue.

Action: If the condition is met - i.e. if it is the first comment - the issue is assigned to the user who triggered the event, i.e. the person who left the first comment.

Best Regards

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