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Good morning community,
First I would like to know if it is possible or not, the procedure I have in mind to carry out with Jira Service Management or do something similar to this:
I would need that in a project that has assigned an email address, the requests or incidents of a number of customers enter (so far no problem), then I would need that the assignment of the responsible was automatic depending on whether it is a customer of the responsible or not, that is, depending on which customer sends the request, the incident will be assigned to one or another responsible.
Thank you, best regards.
@Soporte Grupo CFI use the following template to make any necessary modifications:
Let me know if you find any difficulties with that.
@Nic Brough -Adaptavist- has brought up a good point. You can assign the ticket during triage but that's not "automated assignments" that you wanted. Alternatively, being part of the team behind Skills for Jira, let me suggest skill-based routing instead, similar to the one used by Salesforce, Zoho, Freshdesk or ServiceNow:
This way your tickets get picked up faster being processed by the entire team in factory-mode, instead of getting stuck with a specific assignee. You don't have to worry about the specific agent availability, you get to monitor skill/knowledge demand and supply and close the gaps with training or hiring...
With Skills for Jira you also get to:
You should be able to automate that, but you will need to think about how you are telling Jira who is responsible.