Custom Field Automation -- User Assignment

Bekkah.Crisp October 10, 2024

Hi everyone!

 

I’m working on a Jira automation rule for our ticket queue, aiming to assign tickets with a 2:1 ratio for specific users. Here’s the setup I’m using:

 

1. Custom Field for Count: I’ve added a numeric custom field to track the ticket count, which increments by 1 each time the rule runs.

2. Automation Flow:

•The rule triggers and performs a Lookup Issue to fetch tickets in descending order.

•It updates the custom field value by incrementing it by 1.

•Then, a log action records issue.key and the custom field value.

3. Conditional Assignment:

•There’s an If statement that checks if the custom field % 7 equals 0. If true, the ticket is assigned to a specific user (User X).

•Otherwise, it assigns the ticket in a round-robin fashion.

The Problem:

• The custom field value doesn’t show any output in the audit logs, even though I can confirm that it is updating on the ticket itself.

•Additionally, the rule doesn’t assign tickets to User X as expected, even when the custom field value should be divisible by 7.

•The custom field % 7 = 0 isn’t evaluated as true for any multiples of 7, and the user assignment also doesn’t appear in the logs.

I’m unsure if there’s a timing issue or if I’m referencing the custom field incorrectly in the log and condition check. Any insights or other suggestions on how to get the desired outcome would be greatly appreciated!



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2 answers

1 vote
Mikael Sandberg
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October 10, 2024

Hi @Bekkah.Crisp,

Welcome to Atlassian Community!

If you remove .fields. from the smart value that should give you the output like you are looking for. The smart value should be {{issue.customfield_11566}}. 

Bekkah.Crisp October 12, 2024

Hi @Mikael Sandberg - Thanks, I was using {{issue.customfield_11566}} originally, and it was still as blank. So I gave {{issue.fields.customfield_11566}} a try.

0 votes
John Funk
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
October 10, 2024

Hi Bekkah - Welcome to the Atlassian Community!

I don't think this is doing what you want it to do. If it equals 0 you say that you want it to go to a specific user. But the rule is assigning it to round robin in that case. 

Also, you might want to log out the count to see what it actually is. 

Bekkah.Crisp October 12, 2024

Hi @John Funk - I can't seem to get the {{issue.customfield_11566}} to post in an audit log. But I can see in my tickets that the count is increasing the way I am expecting. 

My expected outcome is that if it equals 0, it would go to the elevated support team. Right now, that is just 1 specific user, but others could be added. So, essentially, I want to have 2 round-robin options in my flow.

One where % 7 = 0 goes to a certain group of users; otherwise, if % 7 is not = equal to 0, it is assigned to the users who should receive most of the tickets. 

Basically, they want "Sr Support" and "Support" to both receive tickets in a round-robin fashion, not necessarily Tier 1 vs 2, etc. Sr Support needs to receive one ticket for every two the Support receives.

John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
October 12, 2024

Okay, thanks. It doesn't make sense that you can't see the value of that field - that makes me suspicious. And why are you putting them in some type of order? You are just getting a count. 

Can you share the details of when you set the Ticket Count field? 

And why are you logging out to the custom field id and not just using the field name like you did in the lookup issues step? 

Sorry - lots of questions! ha

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