Setting up automations for JSM for Organizations and Teams fields, and queues

[Danielle Green]

We have a JSM support desk, where customers from specific organizations raise tickets via the portal, as well as agents raising tickets on their behalf.

How can I configure JSM automations to (1) update the Organization field based on the Reporter’s email domain and (2) subsequently update the Team field based on the assigned Organization?

For example:

if the Reporter’s email is mickey@disney.com, the Organization should be set to Disney and the Team field to Disney Team;

if the email is buzz@lightyear.org, the Organization should be set to Toys and the Team field to Pixar Team.

I also want to ensure that (3) only the relevant Team can see their queue and not the other queues, ie the Disney team can’t see the Pixar Team’s queue and vice versa?

How can I define these conditions? I can't see how to do it with smart values without creating a look up table (and the Team field does not seem to be supported by automation).

Thank you for your help Community!

[Trudy Claspill · Accepted solution]

Hello @Danielle Green 

update the Organization field based on the Reporter’s email domain

Are the customers getting assigned to Organizations already? Are customers ever assigned to more than one Organization?

It is possible to associate an email domain with an Organization, and to have issues automatically shared with the customer's Organization upon creation.

(2) subsequently update the Team field based on the assigned Organization?

I can't see how to do it with smart values without creating a look up table (and the Team field does not seem to be supported by automation).

You would indeed need to create a Lookup Table to define the Team value associated with each Organization. And setting the Team field currently requires using the Advanced JSON editing option, under More Options in the Edit Issue action.

This article include information about how to do that.

https://community.atlassian.com/t5/Jira-articles/Automation-Set-your-Advanced-Roadmaps-Team-automatically-when/ba-p/1761588

Note that the Organizations field can be set to more than one Organization. What would you anticipate happening in that case?

I also want to ensure that (3) only the relevant Team can see their queue and not the other queues, ie the Disney team can’t see the Pixar Team’s queue and vice versa?

There is no option to hide queues from Service Desk Team members in a project. You would need to implement Issue Security to limit the visibility of the issues to only the relevant people. Issue security configuration depends on whether you are working with a Company Managed project or a Team Managed project. If you find your project in the View All Projects page, what is shown in the Type column?

Here is a reference KB:

https://confluence.atlassian.com/jirakb/how-to-restrict-access-to-queues-in-jira-1283687878.html

[Danielle Green]

Thank you @Trudy Claspill for your response. In answer to some of your points:

It is a company managed project so I will investigate issue level security

I don't anticipate more than one Organization being assigned, as the customers are assigned to Organizations already