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Automation Trigger for Previous Assignee

Hi All!

I would like to create an automation trigger that sends an email to the most recent, previous assignee on the ticket (ie. previous {{assignee.displayname}}. Is there a way to do this?

Kind regards

Grant

2 answers

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John Funk Community Leader Apr 14, 2021

Hi Grant,

I don't think you are going to be able to do this in a straightforward manner. 

One option would be to create a custom field and populate it with the value of the assignee when it changes. But you might need to actually create two custom fields and trade them out. Then you could send the email to the person in the custom field. 

Hi @Grant Simpson 

Yes, and...to what John suggests...If you trigger the rule on Assignee changing, you may access the prior assignee with:

{{fieldChange.fromString}} for the name and {{fieldChange.from}} for the ID.

Sending the email is then dependent upon your email address formatting.  For example, you might need to split the name and add the domain for the To address to work.

I tried to get the emailAddress directly from the {{fieldChange}} and that is not available.  Which is probably why this suggestion exists: https://codebarrel.atlassian.net/browse/AUT-1572

Best regards,

Bill

Like John Funk likes this

Thanks everyone. Appreciate your great insights. Haven't got it going yet but I can see the pathway!

Kind regards

Grant

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Hmm, it feels impossible, but you should if you can access the "change history" of the issue and if you can phrase a Smart Value expression that finds the latest "change history" where the field equals to "assignee" and returns its value.

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