Routing based off cascaded selection

[Michael]

Hi, 

Multiple teams are using the same service desk, and I'm seeking the best method to route requests based on a cascaded selection. I have a custom field called "customer service team" with two options, which I want to populate based on the selection from the cascaded field. Unfortunately, I can't use cascaded fields in JSM automation. Does anyone have a solution or a workaround idea?

[Joseph Chung Yin · Accepted solution]

@Michael -

Hi Michael:

Actually you can use Automation setup against Cascade select field data type.  What you will need to use is the concept of SmartValue in automation + the condition testing will be based on "smart value" conditions (also previous known as Advanced Comparison condition)  to test for the criteria 

For the parent value -

{{issue.customfield_xxxxx.value}}

For the child value -

{{issue.customfield_xxxxx.child.value}}

Once you try it out, you should be able to setup the necessary actions to fire when the conditions match.

Here is the reference guide for using Smart Values - https://support.atlassian.com/cloud-automation/docs/smart-values-in-jira-automation/

Hope this helps.

Best, Joseph Chung Yin

[Frederic Wolf]

Hey @Michael ,

@Joseph Chung Yin was a little bit faster then me, but i want to provide some more explanation and example.

I have a Request Type which is using an cascading for type of damage (Schadenstyp), which is customfield_11595.

So you can simply add the combinations in an if/else and choose the actions you need.

Would be nice to have a second if/else level, but we do not, so you have to run through all combinations you have and add the actions you need.

[Michael]

@Joseph Chung Yin @Joseph Chung Yin 

Both suggestions worked great

Thanks you