I am attempting to create a workflow that will look at a service request, external user's organization and assign it to a corresponding project. For example, external user erik@company1.com is assigned to Organization Company1. Erik submits a service request through the portal or email. Jira queries to see what organization Erik belongs to. The query returns Company1 and redirect/assigns the service request to the Company1 Service Desk project queue.
Hello @Erik K. Schindeldecker
Thank you for reaching out.
Per your description, I understand you need to configure your Service desk queues to be based on organizations, so when your customers create new requests they are automatically added to the correct queue based on the customer organization. Is that correct?
This can be easily achieved by creating a filter queue for each organization you have and properly edit its JQL query to match the organization field. These would be the exact steps:
Optionally, you can use the automation (Under Project Settings) to define a specific assignee or parameters to those issues.
Let us know if you have any questions.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.