How to auto-assign based on Portal Group in Jira Service Management

[Sebastian Santoyo]

Hi community,

I would like to automatically assign a service request to an agent based on its Portal Group in Jira Service Management.

So far, I can only use Request Type as a condition in Automation rules, but I have not found a way to use Portal Group directly.

Is there any native feature or workaround to reference the Portal Group in an Automation rule for auto-assignment? Or would I need to create a custom field and populate it manually via workflow/automation first?

Thanks in advance for any guidance.

[Marc - Devoteam · Accepted solution]

Hi @Sebastian Santoyo 

Portal groups are used to organise your request types and make it easier for customers to find what they need. You’ll need more than one group for the groups to appear in your portal. "

As @Mikael Sandberg  mentioned they are not related to Requests in any way.

[Sebastian Santoyo]

Thanks Marc... is there a way, at least need to know from which portal group a customer created a svc request. How can I know that?

[Marc - Devoteam]

Hi @Sebastian Santoyo 

No as this is not related, as mentioned they are for organising only.

Question why, the request type is recorded on the work item created, this let's you know the type of request used, in what portal group this is not relevant in my opinion.

[Sebastian Santoyo]

For the users in the organization it is important. 

If the ticket is created from X portal group, it will be manually assigned to A assignee

But if the ticket is created from Y portal it will be manually assigned to another B assignee

[Marc - Devoteam]

Hi @Sebastian Santoyo 

You would have to create separate request types.

And even if it could be done, what if a user was in both Organizations, then you would run into the same issue again!

Also Portal Groups are not Organizations, Organizations are a different concept on itself in JSM.

Then start using Organizations, Portal Groups are not Organizations, based on Customer being member of an Organization you could set a default assignee.

But as mentioned before, of a customer is member of multiple Organizations, this will fail.

[Sebastian Santoyo]

Thanks Marc, I agree with you.

Me and my team will talk to the client to search the best approach for this situation, based on these functional conditions present in JSM.

[Marc - Devoteam]

Hi @Sebastian Santoyo 

Please accept my answer as a solution, if my answer helped to solve or provide a workaround to your request.

This will help other community member trying to solve the same or provide them with a work around

P.S. If the answer is very valuable to you, please share some kudos.

[Sebastian Santoyo]

Yes I just accepted, thanks!

At the end we had to change the order of all things for having a better aproach of the customers portal

By fortune, our customer accepted the alternative approach for the portal

[Mikael Sandberg · Accepted solution]

Portal groups are not associated with the request, so you cannot use it as part of your automation unless you only assign a request type to a single group. 

[Sebastian Santoyo]

Thanks Mikael

What is the best way to hace the treceability of a ticket?

I mean, I want to know from which spcefific portal group a customer submited that service request... I need to know that

[Mikael Sandberg]

As mentioned, the portal groups are just for organization, nothing else. So the only way you could relate a request type to a group would be if you only allow a request type to belong to a single portal group. In that case you would know which group the ticket is from, but once you allow a request type to belong to more than one group there is no way of telling.

[Sebastian Santoyo]

For the users in the organization it is important to know that....

If the ticket is created from X portal group, it will be manually assigned to A assignee

Now, if the ticket is created from Y portal it will be manually assigned to another B assignee

So I wonder, what could I do in order to reach that goal?

[Mikael Sandberg]

Your only option would be to only allow a request type to belong to a single portal group, there is no other way around it. And if you need the same request type in multiple groups then you would have to create duplicate request types. By doing it this way you could use a component/label to indicate which "portal group" the ticket originated from. 

[Sebastian Santoyo]

Thanks!