How to autopopulate a field when user submits a ticket?

[Natalie Cotela]

Hi there! We currently have a department field that we want to auto-populate when users submit a work item into Jira. Do you know how I can set this up in Jira Cloud? Thanks!

[Trudy Claspill]

Hello @Natalie Cotela 

In what type of Space is the work item being submitted?

How do you decide what the value of the department field should be? Is it the same for all work items, or is it based on something in the work item?

What type of field is this department field?

There are a few ways this might be accomplished:

1. Set a default value for the custom field in the field context

2. Use an Automation rule triggered by creation of the issue and with an Edit Work Item action to set the field. Are you familiar with Automation Rules?

[Karan Sachdev]

If the value is fixed for a given work type, we can also use workflow post functions to update custom field value when the transition is executed. This would optimise the automation rule usage.

[Trudy Claspill]

Hello @Natalie Cotela 

You said:

Hey all! We will submit work items to any workspace and need the Department Field to be auto-populated with what the reporter's department is after the work item is created.

We need to know specifically what type of Spaces this includes. Are they Company-managed or Team-managed? Are they Business, Software, or Service? You can get that information from the Type column when you view the Space list from Spaces > More Spaces > View All Spaces.

Are you subscribed to only the Jira product or are you also subscribed to the Jira Service Management product?

The answers to the above two questions will impact the options available to you for a solution.

You could create a User Group for each department and ensure that the user is added to the appropriate group for their department. Your tags indicate you are on an Enterprise subscription, so if you are using an external IdP for user and group provisioning you might set that up in your IdP. With User Groups you could create an Automation rule that uses an IF/ELSE structure to check the group to which the user belongs and set the Department field accordingly. Here's an example:

If you are a subscriber of the JSM product then another solution may be to keep track of your users and their associated department via Assets. Then in your automation rule instead of using an IF/ELSE block you would look up the user in the Assets schema and extract their Department from that for adding to the issue.

[Natalie Cotela]

Hey all! We will submit work items to any workspace and need the Department Field to be auto-populated with what the reporter's department is after the work item is created.

We want this so we can track what teams are requesting work and to ease reporting. 

So is there a way to link an org chart in Jira and build the automation off of that?

Some examples are below. 

Reporter 1 - Department = Order to Cash

Reporter 2 - Department = Procurement

Reporter 3 - Department = Revenue Operations

Reporter 4 - Department = Customer Care

Reporter 5 - Department = Customer Success

[Rohit Utukuri]

Hi @Natalie Cotela ,

An automation with "Work item created" trigger, should be able add users once a work item is submitted in Jira.