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Assigning Reporter's Organization to Issue upon it's creation.

Michael Strong_50frt3

I'm trying to assign an organization to incoming issues onto our helpdesk upon it's creation. So far, this only happens when the customer chooses to share with their organization, but due to the amount of customer's that we're dealing with, we need to have all incoming issues to show the organization a customer's apart of, so we know how to prioritize our work.

I know the way to do this is to run a JQL Look up automation, but I'm not sure what the JQL will look like. So far, I've got this:

Any ideas on what JQL statement I can use to find a reporter's organization?

Accepted answers

Andreas Knecht

Not 100% sure if this solves your use-case, but you can just setup a rule like this to set the org based on a reporter's e-mail domain:

Automation - Code Barrel JIRA 2022-06-29 09-37-17.png

Hope that helps.

All comments

Stefan Salzl

Hi @Michael Strong and welcome to the community,

First of all: I‘m mainly dealing with Jora Software but as far as my knowledge reaches I doubt that a JQL could solve this/deliver what you expect.

the result of JQL will be a list of issues regarding your search parsmeters. As far as I know organizations are not „issues“ as such (like requests or incidents).

I could imagine that this might be possible to solve with smart values (can‘t verify that at the moment). Otherwise I would try to gather that information via API.

Might it also be an option to „force“ to share with the organization (by making that field required)?

Best
Stefan

Stefan Salzl

Maybe this could be a starting point for the api based solution:

https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-organization/#api-rest-servicedeskapi-organization-get

Best
Stefan

Andreas Knecht

Not 100% sure if this solves your use-case, but you can just setup a rule like this to set the org based on a reporter's e-mail domain:

Automation - Code Barrel JIRA 2022-06-29 09-37-17.png

Hope that helps.

Michael Strong_50frt3

Sadly, this doesn't work on our project for some reason...

Stefan Salzl

Could you explain what exactly/why it doesn‘t work?

Best
Stefan

Stefan Salzl

Hi @Michael Strong

did you consider the solution via API? Following automation rule did (as far as I understood the requirement right) the expexted work:

Feel free to give it a shot and let us know if this helps.

Best
Stefan

Michael Strong_50frt3

To break down the issue bit by bit, I've already created the automation you outlined before, as follows:

Error 2.PNG

But when I create a new issue from the portal, despite the issue successfully passing through the automation, it doesn't assign the issue to the organization. The organization below should be "ITW Construction Products", as that's the organization that it's apart of.

Error 3.PNG Error 4.PNG

The only way the issue gets assigned to the proper organization, is if the customer chooses to share the issue with their organization.

Error 5.PNG

So in my mind, either I'm missing something in terms of the Organization field, or in terms of the forms that I'm getting people to sign. Maybe there's a way to change the default value to the "Share with" option to "share with organization", and have it hidden?

Oleksandr Sokolovskyi

Hi Stefan,

I had the same problem, your solution worked for us. Thanks!

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