Can I set a default assignee?

[Demerle Lewis]

I am currently providing managed services for a client and in this manage service I am responsible for tracking service requests that go out from my client. This is how I would like this process to work: 

• My client creates a service request
• The request is automatically assigned to a service provider. 
• Upon completion of creating the request, the service department of the provider receives an email with email notification going to me as well. 
• All updates and responses from the service provider will be received by me and my client. 

Is this possible? 

Thank you all in advance for your responses. 

[Max Foerster - K15t]

Hey @Demerle Lewis , welcome to the community!

You can use the built-in automation to automate the assignment of requests based on your criteria. Here are some resources for you:

• Automation in Jira Service Management

You can also automate adding you as a request participant for the customer-facing responses and updates or add yourself as watcher to request to see internal comments as well. So, yes, it's all possible. :)

Best, Max

[Demerle Lewis]

@Max Foerster - K15t thank you for the warm welcome to the community, the quick response and for the information. I will review the link you shared and I will certainly let you know if I have any questions. Thank you so much. 

[Max Foerster - K15t]

You're very welcome! 😊 Let us know if you have additional questions.

[Demerle Lewis]

@Max Foerster - K15t  I cannot find the automation tab in settings. Can you help? 

Thank you, 

Demerle Lewis

[Max Foerster - K15t]

Hi @Demerle Lewis

You should be able to locate it in the project settings of the service project. Can you administer the project?

Best, Max