VIP Customers

[Tipico IT]

Hey everyone,

My first question in this community. 

In Jira Service Desk, there is a field called "VIP". I am not sure if this is there by default or if this was created by some add-on (since I was not involved in the original setup). What I'd like to do is to automatically mark tickets from certain users as VIP. User accounts are synced with AD.

The idea is to create a queue displaying all currently open VIP tickets, so that it's easier for agents to notice and act accordingly.

Any help would be appreciated.

Dan

[Jack Brickey]

You could use Automation Lite for Jira for this, I think...

trigger on issue created

condition = jql of user in (vip group)

action = set VIP field

with that said I would approach more simply as follows:

1. create a vip group and add users
2. create queue based upon reporter being in vip group

this would seem to address your needs?

[Alexey Matveev]

I am also not sure about the VIP field, but you can try to  create a queue with a JQL like this:

VIP is not empty

I guess, it will give you all VIP tickets.

[Tipico IT]

@Alexey Matveev,

Thanks so much for the reply. The queue is not a problem, it's already created and tested.  What I am interested is in the "automation" part. I'd like certain users to be classified as VIP immediately when a ticket is created by them.

[Daniel Fenech]

No idea why it logged me in with another account :D But the above reply is mine.

[Alexey Matveev]

You would need an Add-on like Power Scripts or ScriptRunner to accomplish this function.

[Daniel Fenech]

I have ScriptRunner. Would you hint on how this is done? I am not too familiar with it.

I'll be doing this in a testing environment, not on the live :)

[Alexey Matveev]

You need to create a post function in the create transition. In this post functions you should set your custom field;

You can set a custom field value as it is written in this article:

https://community.atlassian.com/t5/Answers-Developer-Questions/Custom-script-runner-script-not-working-at-all/qaq-p/545605?_ga=2.24860083.827101953.1525326998-1659643416.1506407535

You can check if a user is in a group by a code like in this article:

https://community.atlassian.com/t5/Marketplace-Apps-questions/Groovy-Check-if-user-is-in-group/qaq-p/211909