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how to create a special ticket proccess

hey, i wanted to ask maybe is there an option that

for example:

if one of my costumers opens a ticket,

it would automatically assign to my employee and if he Approves the ticket that it would transfer to me

and if he Deny's the ticket it would close

?

i want that he will see the ticket first decide if to approve or deny

and based on his decision the ticket would assign to me or not

thanks ahead

2 answers

0 votes
John Funk Community Leader May 21, 2021

Hi Eric,

You can certainly do that with Automation For Jira. What type of project is it - JSM? Comapny-managed? Team-managed? Business project?

0 votes
Jack Community Leader May 21, 2021

Yes this is possible. You could use automation for all of this or, if you were using company managed projects, you could consider using a combination of automation plus workflow post functions. Do you need assistance putting this together or are you just looking to know that you can do it or not?

i need assistance i most certainly don't know how to do that

soo, can you help please?

@Jackso can you help maybe?

Jack Community Leader May 24, 2021

Eric, I will see what I can do however I am not in a position to pay attention to this all day so you’ll have to bear with me on any delays getting back to you. First a few questions for you.

  1. what type of project are you using? Company managed or team managed?
  2. how much experience do you have working with project workflows?
  3. have used the automation function instead of any kind of rules for other projects?

@Jack 

1. jira service desk. and umm i don't really know, what are the differences between them?

2. Zero.

3. i have used automation for 2 things

in 3 projects i have

Jack Community Leader May 26, 2021

If you look in the lower left corner of your project you will see whether you’re running team manager or company managed projects. The differences are quite large to be honest. Company manage projects give you a lot more flexibility. However automation should allow you to work with either project type. You can play with automation it’s rather simple to be honest. The following idea might work for you but it really depends on your requirements.  Three components to automation trigger, conditions, action. My thoughts are he would create A rule as follows: trigger equals issue transition, conditions equal status equals approved, action equals assign issue to you. 

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