Get organization data in ServiceDesk and move it to Jira

Question

Hi Community !!

I have the following situation:

1) I have configured Jira Service Management Cloud

2) I have Jira Cloud also configured

3) Any time the customer creates a request from Service Management Portal, based on a special status transition, I am running an automated rule to create a new ticket in Jira correspondingly. I am copying several fields from Service Management to Jira, for example, Summary, Description etc.

Now, I want to implement the following:

1) If a Customer-1 from Organization-1 creates a request, then I want to put the organization name (in this case Organization-1) in a some custom field.

2) Then once my automation works, move this organization name and put in a Jira ticket

This will help me to filter out the tickets based on the organization already in Jira Boards.

Could you please advise me how to do that?

Thanks,

Arthur

Arthur Harutyunyan · Answer

Thanks @Camilo Galleguillos  for the reply.

It gets more complex automation flow, do you think there is another simple way to do so ?

Thanks,

Arthur

Camilo Galleguillos · Answer

Hi, @Arthur Harutyunyan

The reporter's organization data can be obtained through a REST API request. Check the following community post to see the details:

https://confluence.atlassian.com/jirakb/how-to-use-jsm-customer-s-organization-information-in-automation-rules-1115679210.html

Best,

Camilo Galleguillos

Sr. Technical ConsultantServiceRocket
camilo.galleguillos@servicerocket.com
Santiago, Chile