Identify which request was created and then assign assignee based on that info
Asked by Muhammad Waleed:

I have three different types of request.

- Content update

- Bug

- Change Request

I want to know which type of incident was created and then assign an assignee depending on that

Also, I want to change the assignee depending on the time of any action performed on the ticket.


Answers:
author: Kai Becker
body: Hi [@Muhammad Waleed](/t5/user/viewprofilepage/user-id/5429430)

welcome to the community and thank you for your question.

This can be done via Automation rule. I would recommend having a look at the following example: <https://www.atlassian.com/de/software/jira/automation-template-library/rules#/rule/140670>

The rule has several parts to match against issue data. You should be able to build you own rule using this example and checking for issue type instead of country.

Hope this helps to get started.

comments: author: Muhammad Waleed
body: Hi [@Kai Becker](/t5/user/viewprofilepage/user-id/1178079)

Thanks for the info i already did try this but the issue the rule is not picking up the issue type by name. Let me know if i am doing something wrong because i checked the audit log as well and it said nothing to be changed here.

![Screenshot 2024-02-15 at 12.56.46?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/306532i811453C36E268218/image-size/large?v=v2&px=999 "Screenshot 2024-02-15 at 12.56.46?PM.png")


author: Kai Becker
body: Hi [@Muhammad Waleed](/t5/user/viewprofilepage/user-id/5429430)

is "Report a Bug" the issue type or is it the Request type?

Request types are based on issue types, but add a separate layer of configuration on top in JSM projects.

Also be sure to use Issue fields condition instead of JQL or smart value, as it will be faster and is a lot easier to use, because of the auto complete:

![Screenshot 2024-02-15 at 09.17.50.png](https://community.atlassian.com/t5/image/serverpage/image-id/306540i8B308958D89A11C3/image-dimensions/371x338?v=v2 "Screenshot 2024-02-15 at 09.17.50.png")


author: Muhammad Waleed
body: Hi [@Kai Becker](/t5/user/viewprofilepage/user-id/1178079) Apologies to ping again i did as you told me but the transition rule is not adding any approver.

It shows me this error.  

P.S I have added the rule details as well.![Screenshot 2024-02-20 at 3.43.22?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/307411i5257082E14B17482/image-size/large?v=v2&px=999 "Screenshot 2024-02-20 at 3.43.22?PM.png")![Screenshot 2024-02-20 at 3.43.39?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/307412i7D097F6982FEE257/image-size/large?v=v2&px=999 "Screenshot 2024-02-20 at 3.43.39?PM.png")


author: Kai Becker
body: Hi [@Muhammad Waleed](/t5/user/viewprofilepage/user-id/5429430)

the error messages states, that the fields are not configured in the transition screen. If they are not present, Automation is not able to fill out the fields.   
Could you verify that? I would first try to add them there, if they are not present.

If the error does not go away/change after that, we might need to check on it further.


author: Muhammad Waleed
body: I have used a workaround where i have used Edit issue option and added an arppover separately.

Thanks for the support.


author: Kai Becker
body: Hi [@Muhammad Waleed](/t5/user/viewprofilepage/user-id/5429430) hope you are doing fine. As this has been resolved, please make sure to accept an answer to mark the question as resolved.

Thank you :)


Tags: automation

cloud

jira-service-management

jira-service-management-cloud