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Sharing the request to Organization in a Service Desk Project with automation when it is created

Is it possible to Share a ticket by default to an organization in a Project based on the request type (eg. Bug) as soon as it is created. Currently a customer needs to share any ticket explicitly by clicking Share and entering required customer names.

I tried creating a custom rule, but there isn't any Action that allows me to Share it to others within the Project. Please see below for the available actions with which I would not be able to achieve the desired outcome.

Please advise if there is a way to do this and also if this can be added in the future developments?

 

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1 answer

0 votes
Dirk Ronsmans Community Leader Oct 13, 2020

Hi @Vishwanath Yemula

Sharing a request to an organization can be done by simply setting the "organisations" field.

If the request is private this is not filled in, if you add a value there the issue is shared with that organisation.

So see if "edit issue" gives you the option to set the Organisations field.

 

Also perhaps take a look at the new automation in Cloud (you can find it at the bottom of your project settings called "Project Automation") this is one that is a bit more advanced.

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