Affect the ticket to a group depending on a field (e.g. country)

[Christophe Rodrigues]

Hello,

When a user opens a ticket, he should be asked to fill a mandatory field related to the country of the site which has encountered the issue.

Then beased on this field, the ticket should be affected to different organizations.

For example country A,B,C and D is supported by organisation 1.

country E, F, G, H, I and J are supported by organization 2

and all other countries are supported by orgaization 3.

What is the best solution to adress this need in JSM.

Thanks for your support.

[Marc - Devoteam]

HI @Christophe Rodrigues 

Welcome to the community.

What do you want to achieve, use organisations in JSM or do you want to assign tickets to teams based on country input?

[Christophe Rodrigues]

There is a link between countries and organizations that are supporting these countries. But from a user point of view I want them to select a country and then the mapping between country and the organization is made somehow inside the tool.

Hope this brings clarity.

[Marc - Devoteam]

Hi @Christophe Rodrigues 

Not that much, please share screenshots for clarity

[Christophe Rodrigues]

Hello, I'm still looking for the best approach. Please find below more information: when a user open a ticket, he will be asked to fill information about the country. This field is called "Industrial site country". Today we only have 3 options for test purpose but the idea is to populate with all the countries. 

Then I created a rule that assign the ticket to a specific user based on the country selected. I didn't find the solution to affect the ticket to a group of users. The other point i'm also strugling is that I want to select with an "AND" condition several countries and affect them to a group of users. For example if the country is France, Belgium, Canada and other country speaking French i would like to affect this ticket to a group of users that speak french.

[Mohamed Benziane]

Hi,

Welcome to the community

You could use automation to update the organization field based on the value selected in the country field.

Automation in Jira Service Management | Atlassian