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Identify tickets from Countries (JSM)

Edited

Hey! We are using One login Provisioning and I created a rule that identifies the country of the employee from one login and adds it to the relevant country group on Jira- so right now I have 3 groups for 3 separate countries.

I want somehow that my service desk will recognize if the user that created a ticket is from the group "United States" for example, and count the ticket as opened by a US employee.

can you please advise how exactly can make it work?

thanks!

1 answer

0 votes

Hi @Mika Bachar 

This should be possible. 

I assume the Groups are normal User Groups in the Jira directory?

Where should the location of the user be captured? If you haven't got a location yet - I'd recommend creating a custom field, for example a Group Picker, or a Select List.

---

The rule would look something like this:

  • Trigger: Issue Created
  • Condition: If/Else Block
    • If...
      • Condition: User Condition
        • User = User who triggered the event
        • Check to perform = is in group
        • Criteria = <Group 1 Here>
      • Action: <Action Here> - for example, Edit Issue - set field value
    • Else If...
      • Condition: User Condition
        • User = User who triggered the event
        • Check to perform = is in group
        • Criteria = <Group 2 Here>
      • Action: <Action Here> - for example, Edit Issue - set field value
    • Else If...
      • Condition: User Condition
        • User = User who triggered the event
        • Check to perform = is in group
        • Criteria = <Group 3 Here>
      • Action: <Action Here> - for example, Edit Issue - set field value
    • Else...
      • Condition/Action if the Group is none of the 3 Groups

---

A few notes on this rule...

  • You can extend the If/Else condition as much as needed depending on how many Groups you have
  • You don't have to have the final "Else" condition - but I'd recommend having it as a last resort when no Group can be located. For example, it could send you an email to notify you of the need for a Group for a specific user?

---

Let us know if this works for you!

Ste

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