Filtering a field list on issue creation based on the Organization a Service Desk user belongs to

Dave Nash

I have many Service Desk projects for many different real world "Events".

What we would like to do is to only maintain 1 Service Desk project but the Events visible to a Service Desk user in a drop down field are determined on the Organization that the Service Desk user belongs to.

 

I have tried using Assets, filtering on "Filter issue scope". This works with Attributes of Objects, with a filter such as

(objectType = "EventTypeA" or objectType = "EventTypeB") and "Organization" IN "TestOrgA"

where the Organization is literally stated

but what I want to do is base the drop down list on the current user's Organization.

I've tried

(objectType = "EventTypeA" or objectType = "EventTypeB") and "Organization" IN {reporter.organization}

which doesn't return anything in the drop down

and

(objectType = "EventTypeA" or objectType = "EventTypeB") and "Organization" IN ${reporter.organization}

which gives

The AQL query contains one or more placeholder values that are invalid or incorrectly formatted.

(objectType = "EventTypeA" or objectType = "EventTypeB") and "Organization" IN \${reporter.organization}

which gives

AQL syntax error, please enter a valid query.

(objectType = "EventTypeA" or objectType = "EventTypeB") and "Organization" IN {currentUser.organization}

which doesn't return anything in the drop down

I have also tried adding the Organization field to the create screen, so I could then populate the Event drop down field based on this selection, but the Organization field is never available in the config for a create screen, only for view and edit screens.

I have seen conflicting advice online saying I can add the organization field to a create screen and also that it is prevented.

Can anyone suggest a way of doing this?

Thanks!

 

 

Arkadiusz Wroblewski

Hello @Dave Nash 

JSM organization membership isn't exposed as a native Assets placeholder, which is why ${reporter.organization} fails while hardcoding works. The built-in JSM Organization field is designed for request sharing, so it can't be used to drive dynamic AQL filters on the creation screen.

i have some ideas.

Two Assets fields: Have users select an "Organization" Assets object first, then filter the "Event" field based on that selection or Separate request types: Route different organizations to their own dedicated portals or forms with pre-filtered lists.

If it absolutely must happen automatically you would need to build a custom Forge app. Otherwise the cascading Assets field approach is the easiest.