How to automate ticket assignment based on Description

[Sreedhar Samudrala]

How to automate ticket assignment based on Description

I have a standard template with description and would like to assign it to a specific assigned group.

can we do it with the automation rules, if yes please help with the steps.

[Jakub Koc]

Hi @Sreedhar Samudrala

I believe unfortunately you can't assign Issues to groups, only to inviuduals,
What you are trying to achieve may work if you create Dummy and use it as distribution group in this case check this topic.

If you decide that you want to assign some specific user the simplest automation would go like this:
Trigger: Issue Created
Condition: (here you can specify the condition according to your description template or something else)
Action: Assign Issue to specified agent

I'm open to help some more with automation, just let me know:)

[Sreedhar Samudrala]

Thank you for the update,

Is there any possibility to assign specific request types based on the Description to a particular team.

Like if the Description field has Hardware Request, request should be assigned to Onsite Support Group.

[Jakub Koc]

Condition is not much of a problem, but as I mentioned earlier Jira doesn't support assigning issues to a team, only to one person.

There is other option with creating some custom notifications for specific teams based on labels on other custom value when issue vets created or is unassigned fot a while

[Tuncay Senturk]

Hi @Sreedhar Samudrala 

Yes, you can do it with Automation but there are limitations and restrictions.

I recommend SnapAssign, a free app available on the Marketplace. It allows you to easily configure your team and assignment rules based on issue descriptions, provided you can manage that with JQL. Additionally, you can utilize various methods, calendars, and shifts.

[Sreedhar Samudrala]

i will explore the SnapAssign option , however it would have to go through info sec approvals before using any apps.

[Tuncay Senturk]

I see, let me know if you try and have any questions about the app, as I am one of the folks behind the app.