The tickets we assign to the client have the status Done. The client usually reopens the tickets using the appropriate status and at the same time, he wants it to automatically change the assignee (from him to the required developer).
Could you please advise if this is even possible?
I am assuming the client has full access and permissions to transition and assign issues. If not please elaborate on the situation further. What I recommend is that you add a transition screen called say “reassign” and include the assignee field. Edit the workflow and add that screen to the reopen transition. Add a validation that requires that the assignee field be updated. Publish the workflow. Note, the one possible downside of this is if the client changes the assignee before transitioning the issue then it will get messy since they will still be required to modify the assignee. So they would need to cancel the transition, change the assignee back to themselves or some user other than the desired one then perform the transition and set the desired assignee.
Thanks for your response! Yep, the client has full access and permissions. He doesn't want to waste his time clicking on any buttons like choosing the assignee or anything else - he wants it to be done automatically when he changes the status from done to reopened.
Thanks again for your help!
Ok, so is the reassignment done to the previous assignee and if so will this always be the case? If so I recommend creating a custom user picker field called say “developer”. When resolving the issue copy the current assignee to the “developer” field using a post function. Then add a post function to the reopen transition to copy the developer value to the assignee.
Pro tip: you may want to further automate by naming the custom field “previous assignee” and setup you transition post functions to ping-pong between the developer and client.
@PVS thanks a lot for your prompt response! I'm not sure that the problem described in the article matches mine.
When an issue is transitioned to "In Progress", you may want the issue to be automatically assigned to the person who transitions it.
I really like the idea about groups - will try it out
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