We are currently using Spiceworks helpdesk and trialing JSD on-prem (installed on our JIRA Server). Within Spiceworks, there are 2 methods for auto assigning tickets.
1- When an agent first replies to a new ticket, that issue is now assigned to that agent.
2 - When an agent uses a macro in the body of the email, for example they add the string "#assign rich", the ticket will be assigned to the agent Rich.
Is there any way we can do something similar with JIRA Service Desk?
You can use this free plugin proposed by Atlassian to add automation rule (like assign issues) :
We ended up using the free plugin, "JIRA Automation". The rule looks like:
project = ITHD AND (comment ~ "#assign" OR comment ~ "#accept")
Then: set assignee to last commented.
How it works:
If I comment on as issue and somewhere in the body of the email i write "#accept", it will assign the ticket to me. Just what I was looking for.
I answered this too early. What actually happens, is it looks at ALL comments, not just the most recent. Example:
Is there a way in the JQL to serch only the most recent comment?
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