How to automate adding organization to service management ticket

[Nick Cave]

Hello, 

I am using Jira Service Management as a portal for our customers to make requests for our services. We invite those customers to our service desk portal by first creating an organization (i.e ExampleOrg) and then adding a customer to that org (i.e John Doe). 

I would like to setup an automation for every time a ticket has been created by John Doe, it would ideally do the following: 

1. Trigger when issue is created in JSM
2. Checks to see if the Organizations field is empty
3. If this is true, somehow find out what Organization John Doe is apart of
4. Then add that Organization to the ticket John Doe has just created

We basically always want to ensure a ticket has the Organization field filled in correctly, as we use that field in a few other automations as well, so it's quite crucial for it not to be empty. 

I know that once a user has been added to an Organization, this 'Share with' field automatically appears in the service desk forms they fill in, but this opens chance that the request won't be assigned to an Organization, and we crucially need it to be.

Any ideas how this could be done with the built in JSM automation?

[Whitni Smith]

Does this help? 

https://community.atlassian.com/t5/Jira-Service-Management/Why-can-t-organization-be-set-in-automation-rule/qaq-p/1272239

[Whitni Smith]

Realized this is an incomplete answer to what you were asking and I cannot delete my response. 

[Luiz Ricardo Pereira da Silva]

Hello @Nick Cave 

I believe this Automation can help you:

Use the "Edit Issue" action;
Add the Organizations field;
Use the value "Use reporter's e-mail domain"


Please let me know if this solution helped you.

[Nick Cave]

Hi Luiz, I did find this solution in the automation templates but this runs the risk of the user being added to a brand new Org or none at all (if you uncheck the box). 

I basically want to always add them to an Org that they are apart of already.

[John Funk]

Agreed, you should uncheck the box in this case. But your argument that the rule will not work because it "runs the risk of the user" going to none at all doesn't seem valid. If they are tied to an organization, then the rule will add that Organization. If they are not tied to one, then it will not, because well they aren't tied to an organization.