Assigning Reporter's Organization to Issue upon it's creation.

[Michael Strong]

I'm trying to assign an organization to incoming issues onto our helpdesk upon it's creation. So far, this only happens when the customer chooses to share with their organization, but due to the amount of customer's that we're dealing with, we need to have all incoming issues to show the organization a customer's apart of, so we know how to prioritize our work.

I know the way to do this is to run a JQL Look up automation, but I'm not sure what the JQL will look like. So far, I've got this:

Any ideas on what JQL statement I can use to find a reporter's organization?

[Andreas Knecht · Accepted solution]

Not 100% sure if this solves your use-case, but you can just setup a rule like this to set the org based on a reporter's e-mail domain:

Hope that helps.

[Michael Strong]

Sadly, this doesn't work on our project for some reason...

[Stefan Salzl]

Could you explain what exactly/why it doesn‘t work?

Best
Stefan

[Michael Strong]

To break down the issue bit by bit, I've already created the automation you outlined before, as follows:

But when I create a new issue from the portal, despite the issue successfully passing through the automation, it doesn't assign the issue to the organization. The organization below should be "ITW Construction Products", as that's the organization that it's apart of.

The only way the issue gets assigned to the proper organization, is if the customer chooses to share the issue with their organization. 

So in my mind, either I'm missing something in terms of the Organization field, or in terms of the forms that I'm getting people to sign. Maybe there's a way to change the default value to the "Share with" option to "share with organization", and have it hidden?

[Stefan Salzl]

Hi @Michael Strong 

Is the reporter´s user already member of an organization? What kind of domain is it that you tested with? --> the rule won´t work for free mail-providers like gmail, etc.

I tested this kind of rule on my side and it worked:

testUser has an email with a private domain and is a customer in the organization "test_SAS". I created the request via customer portal setting the setting to "share with no one". After the creation the organization was set automatically --> see screenshot

Best
Stefan

[Stefan Salzl]

Maybe there's a way to change the default value to the "Share with" option to "share with organization", and have it hidden?

BTW: yes there is a way to set this option to default:

click the cog at the upper right corner --> Products --> Jira Service Management --> Configuration

You´ll see the following option:

Best
Stefan

[Michael Strong]

I'm using a test email to see if it works. The test email is a yahoo email, my personal email in fact, with it being @Sky.com. Guessing that wouldn't work though.

[Stefan Salzl]

Guess that won‘t work either. Any option of testing this with a company email?

[Stefan Salzl]

Hi @Michael Strong and welcome to the community,

First of all: I‘m mainly dealing with Jora Software but as far as my knowledge reaches I doubt that a JQL could solve this/deliver what you expect.

the result of JQL will be a list of issues regarding your search parsmeters. As far as I know organizations are not „issues“ as such (like requests or incidents).

I could imagine that this might be possible to solve with smart values (can‘t verify that at the moment). Otherwise I would try to gather that information via API.

Might it also be an option to „force“ to share with the organization (by making that field required)?

Best
Stefan

[Stefan Salzl]

Maybe this could be a starting point for the api based solution:

https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-organization/#api-rest-servicedeskapi-organization-get

Best
Stefan

[Stefan Salzl]

Hi @Michael Strong 

did you consider the solution via API? Following automation rule did (as far as I understood the requirement right) the expexted work:

Feel free to give it a shot and let us know if this helps.

Best
Stefan

[Oleksandr Sokolovskyi]

Hi Stefan,

I had the same problem, your solution worked for us. Thanks!

[Stefan Salzl]

Awesome. Good to know my answer could help.

Don´t hesitate to click the accept button and/or give a vote for the answer ;)

Thanks for your feedback.

Best
Stefan