Managing / Assignment of HOD on ticket creation

[Sehrish Gul]

Dear All,

Could you please guide me with the following scenarios?

I’m working on a service management project where multiple customers can create tickets, and each customer has a different Head of Department (HOD):

• Customer 1 → HOD 1
• Customer 2 → HOD 2
• Customer 3 → HOD 1
• Customer 4 → HOD 3

I need to set it up so that when Customer 1 or Customer 3 submits a ticket, it is automatically assigned to HOD 1. Similarly, when Customer 2 submits a ticket, it should be automatically assigned to HOD 2 and  when Customer 4 submits a ticket, it should be automatically assigned to HOD 3.

[Anusha A]

Hi Sehrish,

Thank you for reaching out with your query. I can guide you on how to setup automated ticket assignments in your service management system for different customers and their respective HOD's.

This can be achieved by using Automation for Jira. The idea is to check the Reporter (i.e., the customer who submits the ticket), based on their email address, and automatically assign the ticket to the corresponding HOD.

Steps to Implement:

1. Trigger the Automation: You’ll want the rule to be triggered when an issue is created.

2. Conditions: We can check the Reporter’s email address (or another identifier like a domain) against predefined values for each customer. If the condition matches, the ticket will be assigned to the corresponding HOD.

   For example:

   • If the Reporter’s email is from Customer 1 (e.g., customer1@example.com), the ticket will be assigned to HOD 1.
   • Similarly, if it’s from Customer 2, it will go to HOD 2, and so on.
     
     

Automation Rule Setup:

• If you can provide more details on how the reporters are identified (for example, if they are internal customers or have a common email domain), we can tailor the automation accordingly.
  • For internal customers, we could create groups and assign tickets based on the group membership. This would reduce the number of conditions (IFs) needed.
  • Alternatively, if the reporters share a common domain (e.g., abc.com), we could use a condition to check if the reporter's domain matches and assign the appropriate HOD.

Please let me know if this matches what you're looking to achieve, or if you’d like further clarification. 

Regards,
Anusha A

[Bob Dalm]

Hi Sehrish, 

Would be good to get a bit more information on what your customers are (are they JSM customers?), but it sounds like you could this with assets and automation, or even by creating a lookup table in automation. 

Best, 

Bob

[Sehrish Gul]

Dear Bob,

Thanks for your guideance,

Yes, Customers are JSM customers. I am using the JIRA Service Management standard plan and assets are not the part of this plan.

Please confirm automation, or creation of lookup table in automation is possible in JIRA Service Management standard plan.

Regards,

Sehrish

[Bob Dalm]

Hey Sehrish,

Anusha describes the automation option in some detail. Admittedly, this approach will be quite bloated when handling larger amounts of customers, unless you can distinguish the accounts from another. 

This works with a table, but you will have to use accountIds for the assignable users. You can either manually find them and enter them into the table, or do a web request in your automation to do so. 

The rule would basically look like this;

You can find accountId by using the API, for example;

<your_site>.atlassian.net/rest/api/2/user/search?query=<assignee_email>

As stated, you could integrate that into the automation rule, by filling the table with assignees email addresses and then doing a web request on it. 

Good luck!