automatic assign ticket

[salah younis]

how can assign a ticket automatic before reaching to breach 

[Joseph Chung Yin · Accepted solution]

@salah younis -

Welcome to the community.  Take a look on using Automation for Jira to define rules for setting rules to auto-assign issues with SLA testing (based on JQL to identify issues) -

https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/

https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/

In Automation for Jira - there is a triggering event that you can use - "SLA threshold breached".  Here is an article using this event - https://community.atlassian.com/t5/Jira-Service-Management-articles/JSM-Jira-Automation-How-to-Send-SLA-Breached-Notifications/ba-p/1894625

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Frederic Chartrand]

Hi,

The best way is with an Automation. I assume you use Jira Cloud so you could create an Automation that looks like this :

You can explore the different options for time to breach and who to assign. You can also add a condition prior to the action if you want the rule to run on certain type of requests let's say.

Hope this help.

Frederic Chartrand

FMX Solutions - Gold Solution Partner

[salah younis]

yes i did like this but status still is under review not changed to inprogress 

[Frederic Chartrand]

Assigning a ticket to someone will not change it's status. If you want the status to be changed, you need to add a new action in your automation rule that will transition the ticket to to the desired status

[salah younis]

could you explain the command?

[Frederic Chartrand]

Add this last action to your rule :

[salah younis]

thanks a lot, i will test it

[Aleksandra Bosacka _Deviniti_]

Hi @salah younis 

It's Aleksandra from Deviniti and I wanted to share an alternative solution that should help with your requirement.

If you need to automatically assign Jira tickets to a specific user, or a defined group of users, I believe you would find our Issue Assignment Rules app useful. It allows the administrator to set up a rule, which will automatically assign users to tickets before the SLA breaches. Such rules work based on JQL, and such an exemplary JQL function could look as follows:

 "Time to first response" < elapsed("10m")

You could add it to a new rule in Issue Assignments, and once published, our app will automatically assign the appropriate team member. You can also decide about the order and assign users to requests in a queue, one by one, in order to distribute work.

In case of any additional questions about the above feature, feel free to contact our support team or reply in the thread below. I will be happy to provide further guidance :)

Cheers,
Aleksandra