Currently I'm working on Jira Service Desk. we have a field called "Organizations", is that possible we can create an automation that
when the ticket/issue is created
Organizations will be updated automatically based on Reporter's email domain
for example, if report email is firstname.lastname@example.org, then Organizations will be updated to "abc"
if reporter email is email@example.com. then Organizations will be "def "
hope it makes sense, cheers
Hi @David Huang and welcome to the community,
In short, yes you can :) (but it takes some configuring)
The organizations field that is there out of the box is based on the customers organizations which are part of your customers configuration.
So it's not a free textfield or something like that, you will need to define your organizations first and add the customers in those. Once they are in one or more oganizations they can choose to share their issues with the organization.
Adding a value in the Organizations field also means that this ticket will be shared with all the members of the organization. (so keep that in mind if that is an outcome that you want).
If you just want to have an organization field to report on or for some other reason, it might be better to create a new custom field.
As to how you can automatically assign this, you can use the Cloud automation.
Hey @David Huang ,
In the new issue view it works a little different.
You added it to the regular screen which is great already. Now you need to go to the issue view that you have and on the lower right corner you should see a "configure " link.
This will take you to a different screen configuration part where you can now add the field.
it seems that once your issue is linked to a request type, the request type screen (even from the agent side) takes over.
I might find a workaround but still need your assistance, coz I dont know much about Jira language.
i managed to display the email address on the ticket
now I need to use IF, if email address contains "henryschein.com.au"
the custom field (text) i created should display Henry Schein
but i just cannot make it to display, can you plz advise what I did wrong?
I'm just testing it myself a bit (been a while since I've configured this for myself) and it seems to be that the "domain of the reporter" field doesn't show up in the new issue view yet.
when I switch back to the old view (which you can still do till the end of the month) the field is there.
Now keep in mind that even if the field isn't visible, the data will be there.
So I would still suggest to use the "domain of the reporter" field and base your automation on that. That will be a lot easier imho