We are trying to create automation to share a ticket with an "Organization" at the time the ticket is created (using the "Shared with" field). The "Organization" the ticket is shared with depends on the value of a custom field in the ticket (Participant).
For example if the Participant is Jerry, we want the ticket shared with Organization Jerry so that he can view the ticket from the client portal (Jerry is external).
The "Shared with" field is not available in the automation - not sure if this can be done with JSON code.
Hi @M Ryan - You can do this with automation, but fair warning that you need to be able to identify the organization ID. So, this is not a straightforward endeavor. Also, note that unless you have your organization security wide open, the participant has to be in the same organization as the reporter so you may as well perform the check against the reporter.
This is how I've done it in the past:
Thanks Mark - I will test this and see if I can get it to work. The reporter and the participant are not be in the same organization - reporters will be internal, participants will be external (they don't log tickets for the most part, only update them). Participants are only members of one organization (employees of the org).
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