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Structure Jira Service Management Project

Ivan Flores
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January 17, 2023

Hey everyone! Im building up a JSM project for our IT support team and I'm stuck on created tickets being sent to different queues depending on the users location. We have IT support in different parts of the globe so ideally they would help the user in their same location. I believe the way to do this is by creating an assets project which includes all users and one of the fields would be location. If so, not too sure on how to set that up. Any help is greatly appreciated. Also we are on a standard subscription. Thanks!

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Dave Mathijs
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January 17, 2023

Hi @Ivan Flores welcome to the Atlassian Community!

I noted you marked the Product Plan as 'Free'. Assets (formerly Insight Asset Management) is part of the Premium Plan.

You could create an attribute Location/Country/Site to your User's Object Type and dispatch the submitted request to the proper queue/team/group via an Automation rule based on the value of that attribute.

If you cannot use Assets (from the Premium Plan) because you intend to stay on the Standard Plan, then simply create a custom field select list single option called Location and dispatch the ticket based on the chosen value.

For the automation rule itself:

  • Trigger: Issue Create
  • Condition: Location = ...
  • Action: Change value of Support Team (this may be a Jira Group)

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