Jira automation to reopen issue sets assignee to Automation for Jira

[Natasha Richardson]

Hi all,

We use the built-in automation rule to transition an issue in JSM to in progress when a user comments on a closed ticket. This works fine however the automation changes the assignee field to Automation for Jira.

Is this expected behavior or is there a way to keep the assignee without needing to include additional logic in the script? For example, will changing the Actor drop-down to User who triggered the event, resolve this problem?

I can of course add logic to the automation but wanted to understand if this is how it works or if I missed something.

[Juan Carlos Vera · Accepted solution]

Try to see in the "history" of the Ticket... Who changes the assignee field to Automation for Jira.

[Natasha Richardson]

Thanks, this helped. We have another automation that transitions a ticket to resolved after 3 days of no response from the user. It is during this automation that the assignee is getting changed to Automation for Jira. I suppose from here I should set the Assignee field during that resolve transition to 'Copy from issue'

[Hana Kučerová]

Hi @Natasha Richardson ,

no, this is not, expected behaviour. You should be able to keep the original assignee. The question is, why it is changed. Have you tried to check the worflow transition, whether there are any post-functions?

[Natasha Richardson]

Thanks. It's being set due to another automation we have that autocloses the ticket.

[Mikael Sandberg]

Is it the automation that is setting the assignee, or do you have a post function on the transition to In Progress that is setting it? Unless you have a component in the automation that sets the assignee my guess is that it is your workflow that is setting it.

[Natasha Richardson]

Thanks. We have another automation that transitions a ticket to resolve that was the culprit.