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Automatically add filtered search result to custom field on issue rather than manual select

Service Desk_cyl9gg

Hi There,

I've read 100s of forum posts now and I can't get to the bottom of my issue so reaching out in hope of finding an answer.

I have an "Employee" object schema with employee linked to their jira customer and a field for their location. Only 1 location can be selected. (please note we are not using Atlassian Access).

I have a custom field setup which checks the Reporter against the User and then shows the appropriate result from the Office field.

When I create a new issue and select the reporter, the Office custom field is then showing the correct search result in the drop down which is great.

What I really want to achieve though is for the search result to be saved into the field without us having to manually select it each time.

I've been trying to automate this so that when the ticket is created it updates the Office field with the search result returned but for the life of me I cannot get it to work.

Any suggests would be appreciated.

Thanks

Accepted answers

Mark Segall

Hi @Service Desk - If I'm understanding your architecture and need correctly, you could simply hide the office field from the create screen and then have it populated once the issue is created:

TRIGGER: Issue Created
ACTION: Edit Issue (Location field)
- ```
Name = {{issue.reporter}}
```

All comments

Mark Segall

Hi @Service Desk - If I'm understanding your architecture and need correctly, you could simply hide the office field from the create screen and then have it populated once the issue is created:

TRIGGER: Issue Created
ACTION: Edit Issue (Location field)
- ```
Name = {{issue.reporter}}
```

Service Desk_cyl9gg

Hi Mark,

The validate syntax button is greyed out if I type that

Also something I forgot to mention, despite the "Office" drop down showing the correct value, once I select the returned value, it seems to show me the label not the returned value.

Mark Segall

The validate syntax button is greyed out if I type that

Correct - Automation has no way of being able to validate smart variables, but the rule will still execute.

Also something I forgot to mention, despite the "Office" drop down showing the correct value, once I select the returned value, it seems to show me the label not the returned value.

Under Object Values to display in issue view, you have it set to "Name" which is based upon your screenshot will show the name of the individual. You would need to change this to Office.

Service Desk_cyl9gg

The automation worked! You have no idea how long I've spent on that. Thanks so much.

I changed Object Values to display in issue view to "Office" but it's still showing the "Name" on new tickets.

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