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Access Customer detail field in automation

Simon Bliguet

Hello,

Sorry if the information already exist somewhere, I didn't found it.
I would like when a support request is created to automatically assign the organization.
My idea was to create the customer and create a detail field called customer company and then in an automation looking at the reporter customer company to assign the organization to the ticket.

Unfrotunately, I'm not able to access this field in an automation. Could you please help me with that?

Maybe there is a better solution to automatically define the organization in a support request?

Thank you very much for your help

Accepted answers

Bruna Silva

Hello @Simon Bliguet,

Thank you for reaching out to Atlassian Community!

Currently, the Customer details fields can be accessed through JQL, so you can use them in the JQL condition in your automation rule. You can see more details about this case in the document below:

JQL functions - customerDetail()

However, in some functionalities under the automation rule, it's not possible to use them and we have a feature request asking for this ability:

Allow 'Organization detail fields' and 'customer detail fields' to be used in Automation rules

Please, click on "Vote for this issue" and also watch to receive updates about the ticket.

All comments

Rudy Holtkamp

Hi @Simon Bliguet and welcome to the community,

In automation there are templates, one of those is called 'Set organization using reporter's email domain' this will add the user to the organization and if the organization does not exists it will create one.

It works like this.

If bob@amea.com creates his first request, bob will be created as user and will be placed in the organization amea.com. If you change the name to Amea and chow@amea.com creates her first request, she will be added to Amea (because there are already users with the same domain in the Amea organization).

Simon Bliguet

Hey Rudy,

Thank you for your answer.
Unfortunately, all the user won't have the same email adress. It can be like a company owning an other companies. Like let's say Atlassian, user got an atlassian email adress, and jira, user got a jira email adress. (and a company can own a lot of companies in our use cases)
In our tool we can have both (and more in real use case situation), atlassian and jira email adress, it is why I was thinking about setting a "false" customer company on each customer, to be able to attache the request to the correct organization.

Regards,
Simon

Bruna Silva

Hello @Simon Bliguet,

Thank you for reaching out to Atlassian Community!

JQL functions - customerDetail()

However, in some functionalities under the automation rule, it's not possible to use them and we have a feature request asking for this ability:

Allow 'Organization detail fields' and 'customer detail fields' to be used in Automation rules

Please, click on "Vote for this issue" and also watch to receive updates about the ticket.

Simon Bliguet

It works perfectly fine, thank you very much @Bruna Silva

No problem for me to edit the Organizations field of the issue thanks to the edit issue with Json feature.

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