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Trying to log the initial assignee as the time of triage

David Sunderland

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?

Accepted answers

Paul Wiggers

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:

Create a read-only text field and assign this to the correct screens
Update the assigning automation by adding the following components
1. Re-fetch issue data
2. Edit issue
  1. Choose the read-only field to update
  2. Update with {{assignee.displayName}}

That should put the assignee's name into the read-only text field.

Is this something you can work with?

All comments

Paul Wiggers

Hello @David Sunderland

Here are the steps that I would take:

Create a read-only text field and assign this to the correct screens
Update the assigning automation by adding the following components
1. Re-fetch issue data
2. Edit issue
  1. Choose the read-only field to update
  2. Update with {{assignee.displayName}}

That should put the assignee's name into the read-only text field.

Is this something you can work with?

David Sunderland

Thanks @Paul Wiggers! I'm going to try this out and I'll report back if it solves the problem.

David Sunderland

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.

Paul Wiggers

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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