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Currently whenever a customer visits our support page to submit a request (after logging in), a custom field Customer Organization is populated based on the user's email domain. Is there a way for these field to be populated based on their username?
For reference we are adding quite a few new customers that submit tickets on behalf of our customers, but may not necessarily have the same email domain.
Instead of creating automation based on specific usernames, it might be cleaner and more transparent if the person who creates the ticket assigns the customer to the reporter field. Of course, it might take some education at the start to get everyone on the same page. Another thing to keep in mind is that lists of users tend to change frequently, meaning your automation could become outdated pretty quickly.
Do you have a specific Jira group for the ticket creators, or are they all individual users? Can each ticket creator only create a ticket for one customer, or do they work with multiple customers? Also, how are you currently automating it based on the email domain? If you can share a bit more about your situation, we can try providing more specific assistance.
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