Assign customer organizations to issue

[Luca Rustioni]

Hi to all,

In brief we have many customers on one single jira service desk portal.

We have organized the customers into organizations.

We need a way to automate the process of assigning the right organization when an issue is created, so we have the same organization of the customer on the issue that he/she creates

Is there a way to do it?

I'm trying to do it with Automation for jira, but i can't figure how use the advanced field editing in the right way

[Luca Rustioni]

UP

[Mark Segall]

Hi @Luca Rustioni and welcome to the community!  You can set the organization with the edit issue action.  How are you trying to derive your business logic to set the appropriate organization?  

[Luca Rustioni]

Actually i'm trying to edit the field as in the screenshot, but obviously it doesn't work.

Essentialy i would like to use something like this:

[JSDCLOUD-9437] Get customer API doesn't have organisation details a customer belongs to - Create and track feature requests for Atlassian products.

where

/rest/servicedeskapi/organization?accountId=XXXXXXXXXXXXXXXX <-- reporter ID

but I don't know how to use that method in automation

[Luca Rustioni]

....probably i give a response with the wrong box....anyone has any suggestion?

[Mark Segall]

Hi @Luca Rustioni - I'm still not sure I quite understand what you're trying to accomplish.  The customer selects which organization they'd like to share the request with as they fill in the form (it is set by default if the customer only has one organization affiliation).  If your goal is to ensure the correct organization is set when the issue is created, then you'll probably need to leverage something like Insight because Organizations and Customers are intended for simply enabling authorization into what customers should see.

As an example, let's say I've captured your organizations in an Insight object schema and I wanted to automatically set the Organization based upon Request Type.  I could have an object type for Organizations that includes an attribute for Request Type.  Then an automation like this:

• TRIGGER - Issue Created
• ACTION - Lookup Objects
  • Perform IQL against my organizations object based upon the request type
• ACTION - Edit Issue
  • Organizations = {{lookupObject}}

Hopefully this helps.