Can Requesters Assign Jira Tickets?

[Tzeni Zoupani]

Hi all,

Does anyone know if it's possible to add a field to a Jira ticket that allows the requester to select to whom the ticket is assigned? 

Thank you for your help!

Best,
Tzeni 

[Walter Buggenhout · Accepted solution]

Hi @Tzeni Zoupani,

It depends what Jira product you are referring to and - on top of that - project permissions in the project these tickets are stored.

If you are referring to Jira service management, the simple answer is no. Your requesters would be customers there, creating tickets through the portal or from an external channel like email or chat. Customers cannot be granted permissions from the portal do assign tickets.

In a regular Jira project, the assign issues / assignable user permissions determine who can perform those actions in your project. And so, theoretically, if your requesters in such a project have those permissions, they can indeed assign tickets to someone.

Having said that, do ask yourself if that is something you would even want (from a business perspective). That would basically result in a situation where someone requesting something would decide on who is going to be loaded with that work. It does not take into account your people's capacity, it reduces visibility across other team members and puts that responsibility into the hands of people who should - most likely - not have that. So I would strongly recommend to not only look at the technical side of things, but also to the feasibility of the idea in itself.

Hope this helps! 

[Jaime Escribano]

Excellent response

[Tzeni Zoupani]

Hi Walter, 

Thank you for your answer. 

The reason we want to give the requester the option to choose the assignee is that this specific request type can relate to multiple projects, each managed by different individuals.

For example, requests linked to Project A should go to Person A, and so on. Since the requester typically knows who is responsible for their project, allowing them to select the assignee directly would help us avoid the extra step of manually reassigning tickets. Additionally, because these projects are not standardized, it wouldn’t be practical to create a separate request type for each one.

I understand thought your concerns

[Walter Buggenhout]

Indeed. If there are clear rules as to who owns what, you can perfectly automate the assignment or even define a (hidden) default assignee in your request form.

[Jaime Escribano · Accepted solution]

Hi and good morning @Tzeni Zoupani !

You can add a different Single User field to the creation screen and then via automation do the following:

1. When an issue is Created

2. If "aux user field" is not empty

3. Set the value of Assignee (Copy from Aux User Field)

This workaround is necessary becouse the Assignee field is removed from the customer portal even if added to the creation form.

If we are talking of a Jira Cloud environment, then you can add the Assignee to the creation screen of your issue type. Make sure the requester has "Assign Issues" permission!

Regards,

Jaime Escribano 

[Tzeni Zoupani]

Thank you Jaime for your answer and your help.
Have a lovely day! 

[Jaime Escribano]

No problem!

Would you mind marking my answer as "Accepted answer" so that it may help others in the future? That way this forum post will be considered Closed by the system 😊

[Julia Watson-Clarke · Accepted solution]

Hi @Tzeni Zoupani ,

Is this in relation to Jira or Jira Service Management?

If Jira, then this option should already be available.

If Jira Service Management, then you could utilise the 'Forms' feature and link a Single User Field type to the 'Assignee' Jira field:

The above would depend on your Jira permissions e.g. you'd need to be a project administrator for the JSM project in order to access the Project Settings and create Forms.

Hope this helps,

Julia.

[Tzeni Zoupani]

Hi Julia, 
Thank you so much for your help. I believe your way can be very helpful.
I wanted to ask if you happen to know whether it's possible to make the "Assigned" button visible within the request type. At the moment, when I add it, it appears to be hidden, and I'm not sure if there's a way to change that.