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How to auto-assign based on Portal Group in Jira Service Management

Sebastian Santoyo

Hi community,

I would like to automatically assign a service request to an agent based on its Portal Group in Jira Service Management.

So far, I can only use Request Type as a condition in Automation rules, but I have not found a way to use Portal Group directly.

Is there any native feature or workaround to reference the Portal Group in an Automation rule for auto-assignment? Or would I need to create a custom field and populate it manually via workflow/automation first?

Thanks in advance for any guidance.

Accepted answers

Mikael Sandberg

Portal groups are not associated with the request, so you cannot use it as part of your automation unless you only assign a request type to a single group.

Marc -Devoteam-

Hi @Sebastian Santoyo

Portal groups are used to organise your request types and make it easier for customers to find what they need. You’ll need more than one group for the groups to appear in your portal. "

As @Mikael Sandberg mentioned they are not related to Requests in any way.

All comments

Mikael Sandberg

Portal groups are not associated with the request, so you cannot use it as part of your automation unless you only assign a request type to a single group.

Marc -Devoteam-

Hi @Sebastian Santoyo

Portal groups are used to organise your request types and make it easier for customers to find what they need. You’ll need more than one group for the groups to appear in your portal. "

As @Mikael Sandberg mentioned they are not related to Requests in any way.

Sebastian Santoyo

Thanks Mikael

What is the best way to hace the treceability of a ticket?

I mean, I want to know from which spcefific portal group a customer submited that service request... I need to know that

Sebastian Santoyo

Thanks Marc... is there a way, at least need to know from which portal group a customer created a svc request. How can I know that?

Marc -Devoteam-

Hi @Sebastian Santoyo

No as this is not related, as mentioned they are for organising only.

Question why, the request type is recorded on the work item created, this let's you know the type of request used, in what portal group this is not relevant in my opinion.

Mikael Sandberg

As mentioned, the portal groups are just for organization, nothing else. So the only way you could relate a request type to a group would be if you only allow a request type to belong to a single portal group. In that case you would know which group the ticket is from, but once you allow a request type to belong to more than one group there is no way of telling.

Sebastian Santoyo

For the users in the organization it is important.

If the ticket is created from X portal group, it will be manually assigned to A assignee

But if the ticket is created from Y portal it will be manually assigned to another B assignee

Sebastian Santoyo

For the users in the organization it is important to know that....

If the ticket is created from X portal group, it will be manually assigned to A assignee

Now, if the ticket is created from Y portal it will be manually assigned to another B assignee

So I wonder, what could I do in order to reach that goal?

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