Automatically set organizations field

Eliane Précoma Rodrigues March 20, 2024

Hello!

 

I am using Jira Cloud Standard and I am admin.

When costumers open a ticket from our support Portal, the organization field comes empty.

 

Is there some configuration that can make Organizations field set the reporter organization automatically? 

 

I don't think the automation by domain will work, because are there more than one organization per domain.

 

 

2 answers

0 votes
Dan Breyen
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
March 20, 2024

Hi @Eliane Précoma Rodrigues it is possible to do.  It takes a few API calls and got complicated enough for me that I had Atlassian Support help out with it.  

You're making an Automation that gets the Organization of the Requestor when the ticket is initially created, then setting that in the Organization of the ticket.  

There was a Suggestion entered at one time to have this set automatically, but it was closed because not enough people voted for it.

JSMAutomationSetOrg.png

That's the basics of it.  Hope it helps.

0 votes
Pablo Vergara March 20, 2024

Hi @Eliane Précoma Rodrigues 

The key is identifying what pivot data will be used to determine the organization given a particular domain.

Once you have that, I've seen wonders by using, for instance, regular expressions as part of Jira smart values on Automation for Jira rules.

Any ideas on what other field value coming from your customers (when creating their support requests) can be used to map with the proper organization?

- Pablo / ServiceRocket SSE

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS
AUG Leaders

Atlassian Community Events