Trying to set up an automation rule which assigns new issues to agents based on issue type

[Jack Howard]

Hi All,

I am trying to automate how issues are assigned to our agents in the service desk based on what the issue type was when a customer entered a support request. 

E.g. when a customer reports a bug (issue type: bug) I want this to instantly auto-assign to agent A.

When a customer submits a new feature request (issue type: new feature) I want this to auto-assign to agent B. And so on....

Currently the only way I can see (so far) to assign issues automatically is by selecting a project lead, but that is only one agent. 

Any help much appreciated! Apologies if this is pretty basic stuff, it's my first week at this. 

[Liam Green · Accepted solution]

Hi @Jack Howard 

Welcome to the Community!  And welcome to the Atlassian software!

@Gaurav s answer will work perfectly, and if you want to check out anything else about automation, can I suggest the Automation Template Library

Hope that helps,

Liam

[Jack Howard]

Thanks Liam, I will do

[Gaurav · Accepted solution]

Hello @Jack Howard 

Welcome to the Atlassian community!!

This is achievable using automation. From the Project Settings navigate to Automation and create a new rule. Please refer to the below screenshot for the detailed set-up of the rule. This can be extended or customized as per your requirements.

Please accept the answer if this helps solve your query else respond and allow others to share input.

[Jack Howard]

Thanks @Gaurav, I found that condition.

I do however notice that it doesn't indent like yours does, and branch off for each if condition. Does this look right to you?

[Jack Howard]

I have just found out why! I need to use an 'If matches' instead of 'issue type equals'

[Gaurav]

Hello @Jack Howard 

There is an indentation in the automation created by me as I am using the 'If-Else' statements while you are directly checking the Issue Type.

Logically, both will work in the same manner but as you are not using the 'If-Else' construct, it will check for each condition which might take a little bit longer...not that you will notice. But as a good practice, I would suggest using the 'If-Else' construct.