How to Auto Assign in Round Robin without the reporter being assigned as the assignee to the issue?

Allen Rogers
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March 8, 2024

The users that will be submitting the tickets/issues are also included in the list of those to be auto assigned to.  Is there a way in not allow the reporter to be assigned to the ticket/issue that they are submitting in the case?

 

example:

List of Users that can submit tickets:

User A

User B

User C

 

Auto Assign list for users that can resolve tickets:

User A

User B 

User C

 

I'd like to know of a solution so that when User A submits a ticket that the round robin assign feature doesn't assign the ticket to User A.  Essentially the "reporter cannot be assignee"

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Dan Breyen
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March 8, 2024

Hi @Allen Rogers welcome to the community! JSM has a built in Automation to assign users based on a Round Robin selection from a list of users.  If you look in Project Settings / Automations, on the template tab, it's the first one on the list.  It says using balanced workload, but if you look at that, there's an option to choose Round Robin.  I'm no automation expert, but I would think you could add a couple of steps after the first assignment to check if Assignee = Reporter, and if it is, then just redo the assignment step.  I can't test it, but I would figure based on how the Round Robin works, it should pick the next person in line.

It's worth a try.  

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