How can I assign an email service request to a project based on the external user's organization?

Erik K. Schindeldecker

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.

Petter Gonçalves

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:

1. Ensure you have split your customers by their organizations:
   Add an organization to a service desk project 
2. Create a new queue for each organization you created, using the parameter "Organization" in the JQL statement to define the organization related to each queue. e.g.: "project = SD and Organization = company1"
   Create a new queue in Jira Service Desk 

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.