Help needed with issue assignee automation when transitioning to a new issue status

[Ian Walker]

Hello Everyone.

I have created a set of project automations that simulate escalating between project roles (e.g. L1 support to L2 support) based upon a ticket status changing.

So, for example, an issue is created, it assigns it to Bill and sets status to OPEN and posts an internal comment automatically that says:

Hello <Assignee> (in this case, Bill).

This ticket has been assigned to the L1 team to be worked on.  Thanks.

That works fine, the assignee name is listed correctly as Bill.

If the ticket is then transitioned from OPEN to IN PROGRESS it assigns it to a member of the L2 support project role, and the assignee changes (e.g. from Bill to Tom) and again it posts an automated internal comment.

However, when it does this, it still lists Bill as the assignee in the automated internal comment that gets posted, even though the assignee has now changed and it is now Tom.

How can I fix this?

Hopefully, this makes sense, happy to clarify if needed.

Thanks!

[John Funk]

Hi Ian,

Can you share the rule that you have? It might just be a timing thing. Try to add a couple of Re-fetch Issue actions before you post the comment. 

[Fred Momeni]

Hi @Ian Walker 

As @John Funk mentioned, it can be because the comment is added to the issue before the new assignee is set. Adding a Re-fetch can fix the problem.