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Assign Tickets via keyword

Hi everyone, 

 

is it possible to create a automation, that is assigning the tickets automatically, as per keyword? 

So if someone is reporting: 

"My headset is not working" the automation looks up for "Headset" and assign the Ticket to Agent XY? 

Or: 

"We have issues with the internet / network at the london office" - the automation checks keywords "internet" or "network" and assign this ticket to Agent ABC ? 

Is that possible? Can someone may help me creating such an automation? 

 

Many thanks in advance! 

1 answer

0 votes
Mark Segall Community Leader Dec 15, 2022

Hi @Susann Petzold - This is technically possible, but could get unruly quickly:

  1. Create Components for all of your desired keywords
  2. Set the Component Lead for each component to the desired default assignee

Your rule would look something like this:

  • TRIGGER: Issue Created
  • IF CONDITION: Summary Contains Headset
    • ACTION: Edit Issue (Component)
      • Set to Headset
  • ELSE CONDITION: Summary Contains Network Or Summary Contains Internet
    • ACTION: Edit Issue (Component
      • Set to Network
  • Repeat Else Conditions
  • ACTION: Re-Fetch
  • ACTION: Edit Issue (Assignee)
    • Automatic

This would allow you to set the automation rule and manage changes to the default assignee on the Component rather than editing the rule each time you need to change up assignee.

Good luck

Hi @Susann Petzold 

Yes, and...to Mark's answer:

One challenge is: what do you want the rule to do when multiple matches are found?  Using the if/else structure Mark describes you will need to decide the order of precedence for assignment, such as checking "headset" before "network" before etc.  One possible work-around for that would be test/count all matches with a single conditional statement, and when there are more than 1 matches, assign to a deciding person for manual intervention and actual assignment to the agent.

This use case is typical and one good reason for a service management system, like JSM, using a defined list of "services" on a form to direct the flow into teams using Jira.

Kind regards,
Bill

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