Hello all, I am trying to log the initial assignee on all tickets that come to my team.
We have automation rules that are triaging tickets round-robin across my team based on multiple inputs of the initial ticket. I want to capture the initial assignee in a static field called "triaged to" for various performance metrics. I am having a difficult time finding a way to get the current assignee into this field after the automation has assigned the ticket. Has anyone done anything similar or have any ideas?
Hello @David Sunderland
Thanks for your question. What I understand is that you have an automation that automatically assigns issues to an agent. You want that initial assignee recorded in a read-only text field on the issue.
Here are the steps that I would take:
That should put the assignee's name into the read-only text field.
Is this something you can work with?
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Okay, @Paul Wiggers I edited my rules the way you suggested. I created a couple test ticket and I am showing a success message from the audit log but the field "Triaged To" is still not being populated.
FWIW - this field type is User Picker (single user) and this is a Jira Service Management project.
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I would try to make it a text field.
If you want to keep the User picker field, then you have to change the data that you are putting into it. Most likely {{assignee}} should work
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That did the trick, thanks so much for your help, I really appreciate it!!!
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You are welcome, glad it worked out for you!
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