Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Automation Logic

Arshia Waheed March 7, 2024


I am in need to create an automation logic for assignment in JSM where we compare values in cutom field 'vendor name' and assign tickets to different agents based on the range my business has provided me. 

For example, if vendor name range is A-E, assign to Agent X, if vendor name range is F-J, assign to Agent Y, etc.,

I am trying to use smart variable but not sure how to correctly write the syntex.

Any help will be greatly appreciated.

1 answer

0 votes
Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 7, 2024

@Arshia Waheed -

Welcome to the community.  What is your smartvalue syntax that you are using for issue assignment?

Take a look at this reference link for Smart Value on Users objects -

Take a look at this automation rule template for auto assign issue -

Please advise and hope this helps, so we can assist you further.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Arshia Waheed March 7, 2024

hank you for your response. {{}} is what I am using.

Here is my scenario:

if vendor name field blank - assign to agent X

if vendor name ranges from B - F - assign to agent Y


Now, as I build the automation, it continues to assign the ticket to agent X, even if the vendor name is between B - F. Can't figure out how to set it up correctly. 


Suggest an answer

Log in or Sign up to answer
AUG Leaders

Atlassian Community Events