Auto assign issue based on requester organization

Ganishka Bakshi

Hi Atlassian Community

We would like to assign tickets to agents based on the home branch/ business unit of the requester. If the organizational attributes are included in the active directory table will this be possible. 

 

Ex. Sam submits a request through the service desk portal for a password reset. Since Sam is located in Toronto, his request will be assigned to Sally who is the sys admin for toronto

 

thanks!

Brant Schroeder

Ganishka,

 You can use an automation in Jira service desk to accomplish this.  You would do it on issue creation and if they are in a specific organization you could then change the assignee.  The issue is that organizations need to be managed manually in Jira at this time and a group that is pulled in from AD cannot be added to an organization.  This is a lot of overhead and is time consuming.  In order to get around the manual labor we used the Jira API to populate our organizations in Jira and maintain them.  So in order for the automation to work you will need to use the API first to populate service desk organizations.

You can find information on adding users to an organization here: https://developer.atlassian.com/cloud/jira/service-desk/rest/#api-organization-organizationId-user-post