Hello,
I am new to Jira Service Management, about the default assignee. I know how to set it for each Project. But I don't know how to set it by each ""request type"" as below:
For example:
Get IT Help -> Default Assignee A
Onboard new employees -> Default Assignee B
Request a new account -> Default Assignee C
Thanks and Best Regards,
Mr. Lee
Hi Mr Lee
I'm not aware of setting a default assignee per "request type" specifically, although I understand you can do this via post-functions through the workflow, but I can see this wouldn't work in your case as you have the issue type all the same as "service request".
You have a few options really:
- Through Jira components
- Through Jira automation rules
These are the first that spring to mind there may be a better way of course :)
Components:
Components can be used to pick up a default assignee - so you could have 3 different components that relate to those request types, each with your specific "default assignee"
First off:
- Navigate into the Jira project
- Project settings > components
- Select or create the component you want to use (e.g. like onboarding) - and consider setting the component lead as your assignee, and the 'default assignee' as the component lead
- You can then, navigate back to the project settings > request type
- Under the "request form" tab - add the field of Components here
- Select the drop-down arrow next to components and select use preset value and hide from portal (this means that whenever a ticket is created, users/clients won't see this field but it will be automatically populated on creation)
- Set the component you require, e.g. "onboarding"
- Save changes
- Repeat for the other request types (setting the other component names appropriately)
The outcome:
- A ticket is created by you or a client, selecting one of the three request types
- The ticket is created
- The component is automatically populated based on your preset value on issue view
- The default assignee on the component then kicks in, and changes the "assignee" field to your chosen component lead/default assignee
Automation:
You could set up an automation rule to say something like
- Trigger - Issue created
- Condition - 'Issue fields condition' or an 'If / else condition' > Request type = get IT hep
- Action - Assign to %specify-user% (or users, depending on your use case)
The outcome:
- A ticket is created with one of those request types
- Automation kicks in triggered on issue created
- It matches the condition to say Request type = onboard new employees (as an example)
- The action then fires, and assigns to the appropriate user/users you have specified
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