Filtering a field list on issue creation based on the Organization a Service Desk user belongs to

[Dave Nash]

I have many Service Desk projects for many different real world "Events".

What we would like to do is to only maintain 1 Service Desk project but the Events visible to a Service Desk user in a drop down field are determined on the Organization that the Service Desk user belongs to.

I have tried using Assets, filtering on "Filter issue scope". This works with Attributes of Objects, with a filter such as

(objectType = "EventTypeA" or objectType = "EventTypeB") and "Organization" IN "TestOrgA"

where the Organization is literally stated

but what I want to do is base the drop down list on the current user's Organization.

I've tried

(objectType = "EventTypeA" or objectType = "EventTypeB") and "Organization" IN {reporter.organization}

which doesn't return anything in the drop down

and

(objectType = "EventTypeA" or objectType = "EventTypeB") and "Organization" IN ${reporter.organization}

which gives

The AQL query contains one or more placeholder values that are invalid or incorrectly formatted.

(objectType = "EventTypeA" or objectType = "EventTypeB") and "Organization" IN \${reporter.organization}

which gives

AQL syntax error, please enter a valid query.

(objectType = "EventTypeA" or objectType = "EventTypeB") and "Organization" IN {currentUser.organization}

which doesn't return anything in the drop down

I have also tried adding the Organization field to the create screen, so I could then populate the Event drop down field based on this selection, but the Organization field is never available in the config for a create screen, only for view and edit screens.

I have seen conflicting advice online saying I can add the organization field to a create screen and also that it is prevented.

Can anyone suggest a way of doing this?

Thanks!

[Arkadiusz Wroblewski · Accepted solution]

Hello @Dave Nash 

JSM organization membership isn't exposed as a native Assets placeholder, which is why ${reporter.organization} fails while hardcoding works. The built-in JSM Organization field is designed for request sharing, so it can't be used to drive dynamic AQL filters on the creation screen.

i have some ideas.

Two Assets fields: Have users select an "Organization" Assets object first, then filter the "Event" field based on that selection or Separate request types: Route different organizations to their own dedicated portals or forms with pre-filtered lists.

If it absolutely must happen automatically you would need to build a custom Forge app. Otherwise the cascading Assets field approach is the easiest.

[Marc -Devoteam-]

HI @Dave Nash 

@Arkadiusz Wroblewski is right here, you would need to add an organisation attribute within your user objects within assets.

There is no connection to JSM Organisations and assets.

This would also mean if you have external users as customers or any other customer that is not a company user, that you will have to create an asset object for them.

[Dave Nash]

Thanks to @Arkadiusz Wroblewski  & @Marc -Devoteam- .

Having the user select the Organization, then filtering another field on that selection would work, but in my case I don't want one Organization seeing the name of another, or being able to see the Events that other Organizations are involved with.

I don't have developing skills so building a Forge app is beyond me at the moment.

It would seem I need to stick to having separate Service Desk spaces and add users to just the ones they need access to.