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JSM request - automatically share with organization

Hello,

 

I'm looking to create an automation rule that would automatically share this request when raised with the following organization. Is this feasible? If so, how do I go about doing it?
Many thanks,
Radu

1 answer

0 votes
Alex Koxaras Community Leader Sep 05, 2022

Hi @Radu Draghia and welcome to the community,

When setting up a JSM project you can also setup the ability to share a customer request in advance with the organization:

  • Go to cog > products
  • JSM -> Configuration
  • Select "Yes, automatically share email requests with the customer's organization. Requests sent from the portal will also be shared unless the customer selects otherwise"

share with org.png

Hi @Alex Koxaras thank you for your reply.

The requesters would not be part of the organization I want the request to be shared with, so I don't think if the suggestion above would work for me.

Alex Koxaras Community Leader Sep 05, 2022

Right..

Did you try the following rule?

Edit organization.png

Of course what you type on the Organization field depends on how you have set up your SD.

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