Time zone

[Veronica Salvati]

Hi all.

I am a Jira administrator from Italy.

I should set a custom field based on the time zone of the requester.

The problem is that if I have the requester's time zone written into the comment, even though I know he resides in North America, the time zone results in Europe / Rome.

How can I solve this problem?

Thank you very much

Veronica

[Trudy Claspill]

Hello @Veronica Salvati 

Welcome to the Atlassian community.

What type of project does this concern? Get the project Type information from the View All Projects page under the Projects menu.

How are you trying to write the requester's timezone into a comment?

What type of custom field are you trying to set? What value are you trying to place in the field?

What problem are you trying to solve by using this custom field?

[Veronica Salvati]

Hi.

The project type is Service Management
I need to automatically sort tickets based on the person opening them.
We wanted to manage them with portal groups, but I have not found a way to retrieve which portal group is being used. Within the different portal groups we should put the same types of requests.
We need this to be able to make statistics based on the country of the requestor.

Thanks

[Trudy Claspill]

Hello Veronica,

How are you writing the customer's timezone into a comment? Show us the details of how you are doing that, please.

You said that you want to manage the requests by Portal Group.

I found an API endpoint that enables the retrieval of Request Types, and I think the data returned includes the Portal Groups to which the Request Type is associated.

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

That group ID doesn't appear to be stored in the individual issues that get created, but theoretically you could use an Automation Rule to execute a Send Web Request action each time an issue is created and filter the response to find the Group IDs and store the appropriate value into a custom field that you add to the issue types.