Manual trigger to generate child incidents to notify separate organizations

Question

I have a case type which requires the Organization to be set at point of creation so that a) all associated users within that Org get told it's been raised and b) they can see it in the customer portal. Ideally, I would like to be able to use an initial work item to generate Child cases to notify individual customers as appropriate. It may be that an issue affects all client, it may just affect a specific customer or group of them.

The difficulty I am having, is that the Organizations field is a default field, and as such, I cannot find a way to select one, many, or all, from the available options within my Jira instance to create the desired number of Child records. I wanted to make Organizations into a comma separated list, but I don't see a way of doing this. I have the various organisations replicated within Assets, and really, I would only want to see those flagged as "Active", but this is not possible on the fixed Organisation field itself.

My only solution at present would be to take a hatchet to my current workflow requirements and remove the need for Organization to be a completed field, and then use an AQL to identify the available Orgs from with Assets, and THEN have a second rule to run at creation, to perhaps mirror the selected org from the AQL into the Organization field! The difficulty here being that of course, the removal of the Org requirement might lead to agents creating individual cases which the customer doesn't get told about, and can't see because it's not actually assigned to their Organization.

Any less hugely convoluted ways of doing this would be gratefully read and tried out. It's the Organization field that is key to all of this and its complete inflexibility and baked-in necessity is a little frustrating.

I did find [AUTO-744] Improve "Manual trigger from issue" to support more ways to capture user input - custom issue fields, user picker field type, ability to access fields via smart values, multi-select fields, date/time fields - Create and track feature requests for Atlassian products. which makes me think I am trying to bail the ocean with a sieve on this one.

Kay Bickell · Answer

Unfortunately, that would not be appropriate in our case. Due to the nature of the services supplied, not every issue would affect every customer. In addition, the impact on specific services themselves would not be immediately noticed by the customers at the time they occurred. This then might lead to them logging in to raise an issue long after the triggering event had been resolved and the portal announcement cleared.

Although I could use the Custom field "Customer" which draws information from Assets, this doesn't drive the initial notification and visibility, and I don't seem to be able to get it to replicate the selection made in this field into the default Organization field. If I need someone to go back through and manually update these elements, it rather negates the entire point of having an automation in the first place.

Thanks for responding though - it does rather cement my feeling that this is simply a step too far for JSM to cope with at the moment, which is a real shame

Marc -Devoteam- · Answer

Hi @Kay Bickell

If there is a major issue with a service you provide for multiple customers, why don't you set this as an annoucement on the portal?

There is no option to use the Organization as multi select, as the Organization options that are shown on a request depend on the user that is raising a request, as only the organizations the users is member of are shown.

Other options are to use Assets or other custom field realted solution, but this will be convoluted solutions.

There has been a feature request fro this, but this was closed, due to no engagement, JSDSERVER-5483