Routing based off cascaded selection

Michael_g94fin

Hi, 

Multiple teams are using the same service desk, and I'm seeking the best method to route requests based on a cascaded selection. I have a custom field called "customer service team" with two options, which I want to populate based on the selection from the cascaded field. Unfortunately, I can't use cascaded fields in JSM automation. Does anyone have a solution or a workaround idea?

Joseph Chung Yin

@Michael -

Hi Michael:

Actually you can use Automation setup against Cascade select field data type.  What you will need to use is the concept of SmartValue in automation + the condition testing will be based on "smart value" conditions (also previous known as Advanced Comparison condition)  to test for the criteria 

For the parent value -

{{issue.customfield_xxxxx.value}}

For the child value -

{{issue.customfield_xxxxx.child.value}}

Once you try it out, you should be able to setup the necessary actions to fire when the conditions match.

Here is the reference guide for using Smart Values - https://support.atlassian.com/cloud-automation/docs/smart-values-in-jira-automation/

Hope this helps.

Best, Joseph Chung Yin