Automation Rule to set Team based on affected service

[Kai Becker]

Hi there,

I want to assign the team based on the affected service selected in a customer request.

The affected service will be preset on creation from the portal. I now want to have a generic rule to extract the relevant team from the service and write it to the team field.

So far I haven't been able to get the team data, because the service object does not contain the relevant information (at least not directly accessible) has anyone ever achieved this?

Any help or hint is appreciated.

[Marc - Devoteam]

Hi @Kai Becker 

This seems like impossible.

I tried it in several ways an do get a value using: {{lookupObjects.Service Owners}}, then I get an Id, but this Id is not equal on looking to the team Id via the GUI (in URL) or via the API.

I also found no option to just get the name from the Attribute Service Owners.

The only thing you could do in my opinion is the following.

In an automation get the the name of the Affected Service object in a variable, use a lookup table where you would define the services and set the value of the service to the Team id.

Then based on the service set the team value.

The main drawback is that a lookup table can only have 20 values, so you might need to use multiple lookup tables.

[Brita Moorus]

I just tested it again more thoroughly, and you're correct: when trying to populate the native Team field, it's not possible to directly map it via smart values from the Assets object. What I had previously done was something similar, but only using Assets fields - not the built-in Jira Teams feature, so my case didn't run into the same limitation.

Appreciate the deeper dive and the workaround suggestion using lookup tables (even with the 20-entry limit) - that's a smart way to approach it if there’s no direct mapping available 🫶

[Brita Moorus]

Hi, @Kai Becker!👋

If your Affected Service is an Assets object field and each service has a custom attribute like "Team" (which itself is another object or even just a user group/user field), then you can do this:

1. In your Assets schema, make sure the Affected Service object has a linked attribute pointing to the responsible team.

2. In your automation rule:

   • Trigger: Issue Created

   • Condition: Affected Service is not empty

   • Action: Edit issue fields → Team field

   • Use smart value to get the Team id from the Asset object. 

Let me know if this helps! ✨

[Kai Becker]

Hi @Brita Moorus 

thanks for your answer. I'm using the default services feature, that came from OpsGenie initially.
This schema can not be edited but has a default attribute for teams:

Next problem is: Teams field is not able for modification and the smart value from Affected Services does not contain any information about the team.

[Brita Moorus]

That explains it - I was thinking of a setup where services are stored in a custom Assets schema that can be edited and linked to custom object fields like Team. In your case, since you're using the default system Services (from Opsgenie) with the built-in Teams field, and neither the schema nor the field is editable or exposed via smart values, then yeah... automation hits a wall.

I ran into something similar recently and ended up working only within Assets objects, where I had full control. Definitely not a drop-in solution for your setup though.

Would love to hear if Atlassian ever opens up more access to these system fields via automation - feels like a common use case.