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Need to add multiple location in automtaion rule



Is it possible to add multiple location in automation rule pls find attached and advise any alternative steps thanks

Screenshot 2022-08-15 at 2.25.51 PM.png

2 answers

Ignore I didn't reply :)

Hi Lakshmi,

Just to clarify on your current field for "Office Location", I believe this looks to be set up as a text field?

In which case you may be fairly limited using that particular "issue fields condition" as I believe it may require/expect a value and not multiple values.


Is this a new field you're looking to use or something that's been around for a while? The reason I ask, is that I've used "Department" as a similar field, but actually set it up as a "Single choice/select" field instead, which allows you to say "is one of" rather than the contains. So you can select all of your pre-filled departments.

The other consideration to use if you're already using this field thoroughly in the system might be an "If / Else" condition depending on your outcome, or using the "JQL Condition" but that could get a bit messy depending on the amount of locations you have.

Can I clarify what the end goal is, please, for the rule? as this may help in visualising what options you have.



Hi @Michael Hodgson 


Thanks for your Quick response. PFA screenshot .


My requirement is :

we have 3 region AMR / EMEA /APJ and different location. (in each region)

Here i need to set automation rule Region & Location - assign to agent accordingly 


Screenshot 2022-08-16 at 10.58.15 AM.png


Pls share possible steps thanks

Hi @Michael Hodgson 

Pls advise  Thanks


Hi @Lakshmi Narasimhan 

Thanks for the additional information. However, I have another question - I appreciate you are trying to assign the region and location on creation - but how are you defining what tickets are per region?

I can see you have the issue fields condition as above - but can I ask what the rest of the rule and/or your trigger is, please? Just so I can have a bit of background on it and advise accordingly.

(Not sure if this is part of the original question, but I thought I'd check for context anyway)

To give you an example of what I mean, in terms of using "single select fields" instead of "text fields" - you can see here, makes it a bit easier to select and/or read either way:


So this means I can pre-populate the Office location with a list of known locations, then select one of more of these in the automation - the same can be applied for Region should you need it, but if there's only "one" region to select, change the Is one of, to equals.

Hi @Michael Hodgson 


Thanks for your response . It got success by using JQL query Thanks again for your wonderful support

Like Michael Hodgson likes this

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