Tag user to VIP when ticket is submitted

[Gary Quay]

Hi all , 

I am trying to see if we can auto catagorise a user as VIP with certain SLAs rules and watcher when ticket was raised by a VIP user , is that possible 

[Jack Brickey]

You could certainly add a VIP label or set a VIP custom field to true based upon the reporter. This coul be done within automation something like this…

trigger - Issue created 

conditions - JQL - reporter in (vip group)

action - edit labels field

you will note I use the VIP group in the JQL above. If you have only a couple of VIPs you could just list them directly and not worry with creating a group.

[Gary Quay]

thanks man , do you have the smart value for the reporter in (vip group) was not able to find it 

[Jack Brickey]

Did you reference this article - smart-values-users 

note you continue to reference VIP user. I am assuming that is something subjective in your world as I am not familiar with any user property.

[Gary Quay]

Thanks have got it working :)

[gjbedi]

Quick Question:

The above steps are really good for Static list.

What about the dynamic?

[Dawn Lowery]

Is there a way to get a custom field (ex VIP User) to be checked based on a person's group membership?  I have a group with 10 executives and I want a custom field to be checked automatically so that agents see whether a requestor is a VIP or not on requests.

[Jack Brickey]

You could use Automation for this. 

trigger - issue created

condition- JQL - reporter in membersOf("xxxxxx")

action - edit issue and set custom field or label for VIP

[Dawn Lowery]

Thanks, I am going to look at the action and see if I can get this to work.