Automatically fill in organisation field based on user

Question

Hi,

If an user creates a request from the portal, it automatically assigns the right organisation to the ticket. However, if an agent creates a ticket for the user, it doesn't automatically assign it. What is the best way to autofill the organizations field based on a user when an agent creates the ticket?

I can't seem to find the right automation rule for this, any suggestions for this issue?

Regards,
Melle van Keulen

Jacob Stensgaard · Answer

Fantastic @said kouzibry, just what I was looking for. My case is a bit different as Customers sometimes choose to set the SM request as private "Share with No One". In this case the Organization custom field will be empty. I need to update a Tempo Account field based on the Organization content. I think I can manage to tweak the script, however I do need somehow to be able to support pagination to the Organizations call  as we have more than 50 organizations. Do you know how to do that?

Much appreciated.

said kouzibry · Answer

My apologies, I should've have made my answer clearer, especially since it requires Script runner,

I did it in the past using a scripted post-function with a similar code to the following :

def issueKey = issue.key
def organizations=get('/rest/servicedeskapi/organization').asObject(Map).body.values
def foundOrg;
for(def org in organizations){
String id=org.id
id=id.replaceAll("\"", "")
def users=get('/rest/servicedeskapi/organization/'+id+'/user').asObject(Map).body.values

for(def user in users){
String accID=user.accountId
if(accID==issue.fields.reporter.accountId ){
foundOrg=org
break
}
}
if(foundOrg!=null){
break
}
}
def orgid=foundOrg.id.replaceAll("\"", "") as Integer
def result = put("/rest/api/2/issue/${issueKey}").header('Content-Type', 'application/json')
.body([
fields: [
customfield_10002 : [orgid]
]
])
.asString()

customfield_10002 here being the Organizations field,

it's not the cleanest/clearest code but it does the job.

Jack Brickey · Answer

How does that work? How does the reporter get associated to an organization. Which post Function are you using? Can you provide the details on this?