is there a way to add an assigned to in the auto-reply message for the ticket?

[Fatema Alshehhi]

While we test the auto-reply message of receiving a ticket, the customer doesn't know who the employee assigned to his ticket request is.

[Callum Carlile _Automation Consultants_]

Hi @Fatema Alshehhi, welcome to the Community!

How do you assign requests to agents - is this done via an automation rule or is it a manual process?

For the assignee to be mentioned in the auto-reply, you might not be able to use the default Request created customer notification, depending on your method of issue assignment (the issue might not have an assignee as soon as the task is created).

If you were to use an automation rule to auto-assign incoming requests to your JSM agents, witihn the same automation rule you could then add a comment to the request, and within this comment you can use the smart value of {{issue.assignee.displayName}} which will display the name of the assignee of the task.

If you're manually assigning your tasks to agents, then the trigger of the rule would need to be slightly different

[Fatema Alshehhi]

we assign it manually, so what are the steps if its manually ?

[Callum Carlile _Automation Consultants_]

@Fatema Alshehhi Here's my suggestion:

You can create an automation rule which is triggered off the Issue Assigned trigger.

After this, you can add some conditions if you need to restrict when this rule runs (e.g. based off the issue type, request type, or any other field on the request). I have left this step out in my below screenshot.

You can then add the Add Comment to Issue action. You will want to add your message, plus the smart value of {{issue.assignee.displayName}} which pulls through the name of the assignee.

You will also want to check the Prevent Duplicates checkbox so that this will only add the comment once. Under Comment Visibility, you will want to select Share with Customer so that it will post an external comment which the user will see.

As you can see from my below screenshot, in the body of my comment I have used {{issue.reporter.displayName.split(" ").first}} - this sends the first name of the reporter in the comment, so would say "Hi Callum" rather than Hi "Callum Carlile".

I have also used a * before and after the {{issue.assignee.displayName}} as this makes it bold. These are both of course optional, but might be helpful :)

Hope this helps, let me know if you have any questions!