Automation based on ticket status and issuetype

[Tomasz Bis]

Hi,

I am trying to create the following automation.

Ticket to be allocated automatically to person 'A' if current assignee changes ticket status to 'escalated'.

Example - issuetype = 'IT Help' already exists. Assignee - 'Tomasz' changes ticket status from 'Work in Progress' to 'Escalated' - expected behaviour = Ticket to be automatically allocated by Jira to another assignee - 'Bis'.

Has anyone tried to do something similar by any chance? How to achieve this please?

Kind Regards,

Tomasz

[Mark Segall · Accepted solution]

Hi @Tomasz Bis - You should be able to do something like this:

• TRIGGER: Issue Transitioned (To Escalated)
• CONDITION: 
  • Issue Type = IT Help
• CONDITION (Advanced)
  • {{initiator}}
    Equals
    {{issue.assignee}}
• ACTION: Edit Issue (Assignee)
  • Your desired Assignee

I'm not sure if you needed the conditions or if you were just citing an example, so adjust as needed.

[Tomasz Bis]

Hi @Mark Segall 

Thanks for your comment.

Could you help me to start building this?

I am not find the above options which you have described :(

[Mark Segall]

I see this issue is tagged as Jira Service Management Cloud.  If this is accurate, you would need to be a project admin.  Then you would navigate to the project and select Project Settings >> Automation >> Create Rule

Your rule would look something like this (Note - my example uses In Progress status. You would just change to Escalated):

[Tomasz Bis]

That's great @Mark Segall  thank you for the above.

I think the above is missing just one thing.

I need the above to trigger only for 'Data or BI Reporting Request' ticket type.

Don't want it to trigger for anything else with 'Open' status, just the above one.

Does the below seem to be correct to you?

[Mark Segall]

Yes - This looks correct to me

[Tomasz Bis]

Thank you very much for your help.

Tomasz