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?
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?
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.
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You can use this free plugin proposed by Atlassian to add automation rule (like assign issues) :
https://marketplace.atlassian.com/plugins/com.atlassian.plugin.automation.jira-automation-plugin/server/overview
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