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Ensure certain employees are added as responsible parties when a ticket is created for an org

Chris Whittle_unojj9

Basically, we have non agents that are responsible for clients. They need to be on the tickets for visibility and sometimes responding. I have built a automation for a single client that works but I'd rather do something more manageable like add them to the organizational details and one automation to look at that for each client.

It doesn't look like that's an option but hoping someone has some ideas up their sleeves.

Thanks!

Accepted answers

Payden Pringle

Hello @Chris Whittle,

Thank you for posting to Atlassian Community.

There are (at least) two ways to achieve this in JSM Cloud Projects:

Automation, as you've tested.
Customer Organization Sharing - This article talks about many aspects of the feature.

The 2nd option works best if customers are organized into single Customer Organizations. This is because when a Customer raises a Request via the Customer Portal, the Shared With Field defaults to auto-populating with their Customer Organization, so that the Request is accessible by all Customers that are members.

The 1st option works best if that's not true, or there are more complex considerations at play.

In Automation Rules, Smart Values can be conditional themselves, such as comparing values, to determine which one is returned. This is conditional logic, which can allow for a single rule to handle multiple circumstances without having many components. Though, it would naturally have a long string of characters instead.

Alternatively, the Send Web Request Action can get Details from Customer Organizations via its REST API. This is a highly technical way to solve this problem, but it is powerful due to its complexity.

If JSM is the Premium Plan, Assets for JSM can couple with Automation to allow for more dynamic Rules without needing the REST API's complexity. i.e. the Rule looking up the relevant Object and assigning Request Participants that way, so that you have 1 rule, but it can handle a multitude of situations in that case.