How to auto Assign Queues on the agents who replied to the ticket

[jeffreyw]

Hello,

We are starting to try and use Jira Service Managements for our internal IT support tickets. We mainly use our email to respond to a user requests. We have linked our IT email to the Jira service desk to create a ticket everytime user send email to IT email group. 

My questions is what automation I need to configure so that if a service desk agent reply to the user via email (not on the service desk portal) how can I automate to assign the queues directly to him?

[Darryl Lee · Accepted solution]

You can do this with the new Automation, and apparently with the Legacy one too:

https://community.atlassian.com/t5/Jira-questions/Assign-tickets-to-agents-based-on-who-responds-in-an-email/qaq-p/1599752#M464711

[jeffreyw]

It works! Appreciate your response.

[Darryl Lee]

Cool - did you use the new Automation or Legacy? When I went back to that post post I didn't exactly see how it would work with Legacy - the screenshots don't show it explicitly setting the Assignee. I wonder if it happens because it's run as the user who triggered the rule.

I don't have much experience with Legacy - my first exposure to JSM (nee JSD) was a client that was all-in on the new Automation Rules.

[jeffreyw]

I used the new automation which will only applies for all the Service Desk user.