Balanced workload automation does not assign to anyone

[Data Enthusiast]

Automation is supposed to auto assign someone to a ticket when it is created using the Balanced Workload automation. 

These are the automation rules

However when a ticket is created it doesn't assign to anyone.

Looking at the audit log, it's saying that the ticket is already "Unassigned" and no action is taken. But that's not what the automation is set to. So not sure why it's stopping after seeing a ticket is unassigned.

[Bill Sheboy · Accepted solution]

Hi @Data Enthusiast -- Welcome to the Atlassian Community!

That is a curious symptom and message in the audit log...

I see you have added a Re-fetch Issue action to the rule.  Are you doing that because the rule has more steps to perform (with the changed issue) or because of the known, timing problem with the Issue Created trigger?

And I wonder...If you move that Re-fetch Issue action up to immediately after the trigger, will that clear that error message.

My hypothesis is: the assign action first un-assigns and then assigns, but because the trigger issue is not fully loaded, there is some error attempting to set the issue to "unassigned".

Kind regards,
Bill

[Data Enthusiast]

Wow you are a wizard Bill. That worked perfectly

For anyone who searches for this in the future. I moved the Re-fetch Issue action up to immediately after the trigger like below

[Bill Sheboy]

Awesome; I am glad to learn that helped!

Even though your question is resolved, that error seems to indicate a problem in the rule engine for handling this case with the Assign Issue action.  You may want to submit a ticket to Atlassian Support to let them know about this behavior: https://support.atlassian.com/contact/#/