How to populate a field in Jira Service desk based on the customer sending the ticket?

[Samantha Mulder-Heijgen]

Hello,

I would like to have a way to automatically add an account manager to a ticket as a watcher, based on the customer that creates a service request. Basically, if customer A has Accountmanager B, whenever A enters a ticket, B will be added as a watcher. I need to be able to adjust this list of Accountmanagers, as they are not a static group.

Thank you for your help!

Sam

[Salzi · Accepted solution]

Hi Sam,
You can solve this with a script, for example with Scriptrunner.
You also need a mapping of which customer belongs to which account manager. Customer and account manager can be linked with Insight, for example.

This won't work without a third-party app

salzi

[Samantha Mulder-Heijgen]

Thanks for the answer!

[Dirk Ronsmans]

Hey @Samantha Mulder-Heijgen ,

Have you considered using Insight for this? (I find it works great for managing this type of data)

Just from the top of my head, you could create the list of Account Managers there and create an automation rule perhaps based on the reporter email domain? (there is a specific field for that to capture the email domain)

The Automation could for example do a LookupObjects() with an IQL to get the correct AM.

The email domain is just a suggestion since I don't know your full situation of course. But I would think about setting up that list in Insight (if you have premium JSM) and then an Automation rule based on your criteria.

It sort of depends on how you define your customer and the link to the Account Manager.

i'd be happy to think with you if you have some more criteria that you can route that automation on.

 Another route could be that they simply select some value on the request (region, industry, ... ) which would link to that same Account Manager list in Insight.