Hello @Nassim JANAH ,
Trudy's approach works, but it requires either manual selection of the Employee object or an automation rule with explicit matching, it won't automatically resolve "the Employee whose email matches the reporter" on its own.
If you want that resolution to happen automatically the moment an agent opens the ticket, this is a good fit for Elements Connect (Disclosure: I'm the Product Marketing Manager for Elements Connect)
The approach would be:
- Connect Assets directly as a data source. Elements Connect can query the Assets Cloud API natively via AQL search (POST /jsm/assets/workspace/{workspaceId}/v1/object/aql) — see our guide on configuring Jira Assets as a datasource. This needs JSM Premium or Enterprise, which matches what's shown on your post.
- Build a read-only connected field whose AQL query filters your Employee object type on the email attribute, using the reporter's email as a dependency — e.g. something like objectType = "Employee" and Email = "$reporter.emailAddress". The $reporter variable and its attributes are documented here (note: you may need to enable the email address dependency specifically, per this note).
- Template the field to display only the "Site" attribute from the matched object, rather than the whole object.
Since you specifically want this in the agent/ticket view (not the portal creation screen), you're on safe ground here, the one caveat with $reporter is that it doesn't resolve on portal/issue creation screens, but it resolves normally once the ticket exists, which is exactly your use case.
Elements Connect has a 30 day free trial so feel free to test it !
Happy to point to more detail if useful.
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