Change to allow for all JIRAs to be auto assigned.

[C S Seshagiri]

Hi Team,

We need to auto assign issues only if the request is from service desk customers.
Auto assignment should not happen if an internal agent creates it.


Thank you.

[Zoey Wang]

Hi @C S Seshagiri 

An automation rule could do the job for you. 

Attached is a basic version for your reference. Of course you would want to adjust to your specific use case.

Also here is a link to Atlassian Template Library - to explore more re auto-assign issue

[C S Seshagiri]

Hi @Zoey Wang ,

Thanks for sharing rule!

We tried the automation, it is working both for external users and internal agents. So here we would like to have it assigned only for external users. If internal agent raises request from portal it should not assign.

Thanks!

[Zoey Wang]

Hi @C S Seshagiri 

Right, that's why the Reporter component should be set up for Customer as you can see in the rule. That ensures only the tickets raised by Customers would be assigned automatically. Given your internal agents are licensed agents only, the agent's ticket won't trigger the rule at all. 

[C S Seshagiri]

Hi @Zoey Wang ,

I would like to know what if agent also has customer access?

Thanks!

[Zoey Wang]

Hi @C S Seshagiri 

Adjust the Report condition - not in "Service Desk Team" for instance, to filter out users being in both Customer and Agent roles at the same time. See if that works for your case.