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Being are new to JSM, I have a question on customer portal.

  What we would like to accomplish is on the one request form there is a drop down field with multiple choices. Depending on what is picked, how can I set the category to the match the different choices? Example: If they choose IP phone then set category to “New Request” or if they chose “Key Broken” then set category to “Replacement Keyboard” using one request form.

My thought is maybe using automation. When trying it does not allow me to pick the new custom field.

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Answer accepted

Hi @Tina Thomas

It certainly can be done using Automation. You can set it up with if/else block based on the issue select list.

2022-09-15 11_18_58-Clipboard.png


You should be able to select your custom field using the condition 'Issue fields condition' and action 'Edit issue'.

This is great, Thanks

Like Ward Dijkhuis likes this

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