How to dynamically populate a dropdown based on a user's organization when a form initially loads.

Question

I have been trying for a while now to figure out a way to get the items in a custom dropdown field to be populated (when the request form initially loads) based on the user's organization so that when a user goes submits a ticket, the items in the dropdown that they see is dependent on which organization they are under. I want to have it so users under different organizations see different things listed in my "Services" custom dropdown field that I have. Each organization has a different list of services so I would like to be able to show users in the Service dropdown only the services that their company has. I have tried automations, scripting, marketplace apps, but nothing I've tried seems to be able to do this where the contents of the dropdown are dynamically loaded when the request form is opened on the portal. Is there any way to do this? Any help is greatly appreciated. Thank you!

Jared Figdor · Answer

Thanks for the reply! In terms of using automation, im confused on how to get the automation to run when the request form initially loads on the portal so I can populate the dropdown for the user to select from. Using the "when issue created" trigger runs after the user submits so that wouldn't work. From that first link you set, I see that I can use the "field value changed" trigger, but this still is only affecting the issue view which is what agents see and not the request form that the actual person submitting the request on the portal sees. I set up the automation from that first link and it works but this is still only setting the value of the dropdown field in the issue after the user submits the ticket, but im trying to get the dropdown to be dynamically populated with the correct items for the organization when the user clicks on the request form in the portal (for example they click on the "Technical Support" request, I then want my dropdown field "Services" to immediately populate with the correct items for that users organization) . Is there no way to do this where we can change the dropdown fields dynamically when the request form initially loads on the portal? Thank you for the help again!

Aaron Pavez _ServiceRocket_ · Answer

Hi @Jared Figdor

You could do that with JSM assets. Or Jira automation. But will need some configuration:

https://community.atlassian.com/t5/Jira-questions/how-to-fill-custom-field-based-on-Organization-field/qaq-p/2428477

https://confluence.atlassian.com/jirakb/how-to-auto-populate-the-assets-object-field-based-on-the-reporter-field-of-the-ticket-using-automation-1116298907.html

I haven't tested this, but you could use Assests and then Jira automation based on the reporter /organization to fill other field values.

Regards

Aaron