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Automation: set first agent reply to the ticket as assignee

We set the default assignee of our project as unassigned. And we have an automation rule to set the first agent who reply to the ticket as assignee. The rule looks like this:

Screen Shot 2021-03-30 at 1.50.03 PM.png

The IT Team Core is the group for agents. When it's executed, sometimes it can correctly set the assignee to the agent. but sometimes it set the assignee to "Automation for Jira". And this happens to both reply from email and reply in the portal. How should I fix this? Thanks.

 

1 answer

0 votes
Jack Community Leader Mar 30, 2021

Ensure this rule cannot be triggered by another rule.

Thanks, but how do I do that?

 

Also, I received email notice saying "Automation for Jira assigned an issue to Terry Zhang", but when I check in the portal, the assignee is "Automation for Jira". Thanks.

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