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How to copy over 'Organization' field from customer ticket to development ticket?

Namrata Kumari April 24, 2023

HI,

We currently have a process where sending a customer ticket to Engineering review status, creates a Software Project ticket. The fields get cloned but the Organization field from the customer ticket doesn't copy over and we need to enter the organization field manually as a Source(s) before sending over to Engineering. See the screenshot:

 

Image 24-04-2023 at 17.25.jpeg

Is there a way we can copy over the Organization field directly without choosing the Org from the dropdown of the Source(s) field?

 

1 answer

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Dan Breyen
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April 24, 2023

Hi @Namrata Kumari I'm running into the same issue.  It's my understanding that the 'Organization' field isn't viewable in other projects.  I could be wrong, but there isn't a standard place in Jira for a Customer/Organization.  That's only in JSM.  We had to make a custom field in JIRA. I believe you would need to make a custom field in your JIRA project and then copy the Organization information over to the JIRA ticket (like with an automation).  As a workaround, I've told my developers to look for a linked JSM ticket to know this is a customer issue and they can then access the JSM ticket as they are all setup as collaborators in JSM.

Hope that helps

Namrata Kumari April 24, 2023

Thanks, @Dan Breyen . I have created a custom field but not sure how to copy the Org info. Any help would be appreciated. Thank you!

Dan Breyen
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April 26, 2023

I would have to look further into it when I have a chance.  If you don't get any feedback from anyone else, you can always open a support ticket for further assistance creating the automation.

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