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Streamlining Ticket Assignment in Jira Automation for ITSM Service Owners and Back-ups

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June 21, 2023

Hello Atlassian Community,

I am seeking assistance in implementing Jira automation to streamline the process of assigning tickets to ITSM (IT Service Management) service owners and their designated back-up owners. As a newcomer to Jira automation, I would greatly appreciate guidance on how to achieve this.

To provide a clearer understanding, let's consider the following example where an employee raises a ticket requesting access to various ITSM services:

ServiceITSM Service OwnerITSM Service Back-up Owner
GmailEmployee AEmployee B
FacebookEmployee CEmployee D
TwitterEmployee EEmployee F

Our objective is to automatically assign tickets to the main ITSM service owner. If the main owner is unavailable or unable to handle the ticket, it should be seamlessly redirected to the designated back-up owner.

I kindly request your expertise, advice, and best practices on setting up this automation within Jira. Any examples or insights you can provide would be highly valuable to me.

Thank you all in advance for your support!



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