Jira Automation - Automated Customer Request Creation

Tyler Groves_gen8r5

Hello, 

 

I am currently attempting to use Jira Automation to enable the automatic creation of Customer Request tickets (in JSM) for each of our clients based upon tickets that are created by our Service Management users internally. The tickets the internal users will creating will be in our Jira Software instance. I will outline to flow below - 

1. Service Management user creates a ticket in our Jira Software instance
2. Jira Automation rule triggers and based upon the attributes of this ticket, a Jira Service Management ticket is created.

This seems simple but there are complications - 

• In our Jira Service Management project, we have x number of clients each of these has their own "Project". Lets say we have 50 Projects that we need to create and manage Customer Requests for
• Each of these Projects has an "Organisation" which contains the contact details for our client users who need access to the Customer Requests
• By default, created tickets are not visible to users in a given "Organisation"
• In Jira Automation rules, there is not a simple way to add all users for a given "Organisation" 

 

Currently I have setup automation for the following -

1. When ticket of type "Change Request" is created in Jira Software
2. Rule in Jira Software triggers and sends a web request to Jira Service Management, containing the data for the created ticket
3. An incoming webhook receiver in Jira Service Managment is listening for these events and when once is received, a web request is sent to the Jira Service Managment Rest API to create a new Customer request, based on the attributed passed into the webhook

 

At the minute some of the parameters passed to the rest api are hard coded (serviceDeskId, requestTypeId) and others are dynamic. The serviceDeskId is the hardest one to solve. serviceDeskId == Project. But the ID is just a integer, which is difficult map to the actual Client ID. 

 

The reason for using the RestAPI is because using the action type "Create work item with a request type" forces you to hard code the Project ID but this needs to be applicable to all project in JSM. The other option is to create a series of IF/ELSE statements in the automation rule, but this is cumbersome and will not scale as we add new clients to JSM.

 

Apologies for the long post, but I thought it best to include as much context as possible. My ask here is has anyone else solves this issue before using Jira Automation? And if so, how did you solve these problems?  

Marc -Devoteam-

Hi @Tyler Groves 

Welcome to the community.

1st question why this approach, have all you internal user be customer on each project and let them use the portal of a project to raise an issue.

2nd why the "50" different projects? Use a sinlge project and have 50 organisations within the project.

Based on the user raising the issue you could automate the setting of the organisation based on the email domain of the user.

It's also not a best practice to have internal users raise issues for customers, if you will do this, let your internal users use the portal as well.

This to prevents mistakes and lack of information on requests.

Automation with web hooks will create single point of failures, based on every config change you make you need to go over the rules, or if changes are made on the API by Atlassian

Other point if you make use of forms on request, these can't be used on creating issue from internally.