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
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.
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
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Thanks everyone. Appreciate your great insights. Haven't got it going yet but I can see the pathway!
Kind regards
Grant
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
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.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.