JSM Automation (Organization or Company Smart Value)

[Nickolas Fistopoulos]

Hi everyone,

I was able to find a couple of articles around what I believe to be the same topic, but I'm not sure any answered my question.  Hopefully someone reading this can provide me some guidance.

So...

I am trying to create an Automation rule that triggers an email notification to our Internal team when an External Customer submits a ticket.

-External Customer Submits a Ticket

-Notification sent Internally (raising awareness)

In the Subject Line of the notification, I would like to identify the name of the Organization (or Company) the External Customer is representing.

When working a ticket from the Worker/Assignee environment, there is an "Organization" field associated to each External Customer.

Basically, I am trying to pull that same "Organization" into the Subject Line of my Automation notification.

Example Notification:  New Incident Ticket received from <Organization>

Any guidance is appreciated.

Thanks!

Nick

[arielei · Accepted solution]

Hey @Nickolas Fistopoulos 

You can use "{{issue.customfield_10002}}" and this will return the name of the Organization of the user created the work-item.

So simply create an automation:
Trigger: Work-item created
If Organization is not empty

Send email:

Summery: {{summary}} - {{issue.customfield_10002}}

[Nickolas Fistopoulos]

Amazing, it worked!

I really appreciate the guidance, thank you @arielei !!!

Hopefully one day I can return the favor!

Until then, take care!

[Bill Sheboy · Accepted solution]

Hi @Nickolas Fistopoulos -- Welcome to the Atlassian Community!

First, can you confirm if the requestor was added to an organization?  If so...

That field is a list of values, so please try this:

{{issue.Organizations.first.name}}

If that does not return the value, you will need to use the custom field ID in place of "Organizations".  To find that for your site, please use this how-to article:

https://support.atlassian.com/cloud-automation/docs/find-the-smart-value-for-a-field/

Kind regards,
Bill

[Nickolas Fistopoulos]

Amazing!!!

Thank you @Bill Sheboy !!!

I received another reply from someone else in the Atlassian community, his advice did work.

But you're instructions are even better!

Thanks very much sir!

I am going to take a shot at one more question, if you have time...

Are you able to tell me where you found {{issue.Organizations.first.name}}?  If I simply copy and paste (or manually enter) the value to my rule, everything works perfectly!

But, when I try to look it up using the Smart Values function, it is not recognized.
Is there perhaps a directory or some place where the value you sent me lives?

Again, I appreciate you replying so quickly!

Thanks,

Nick

[Bill Sheboy]

Hi, Nick!

First, that built-in feature with { } to identify the available / supported smart values for a rule step is still pretty new...and so it does not include everything.  And, I recently read a suggestion in the public backlog where the automation team is trying to make it better to dynamically update for what is possible at certain points within a rule's structure.  (It is mostly static at this time.)

There are plenty of fields in the Atlassian ecosystem which are not listed in the various automation documentation pages or which rules do not support.  And, the docs are sometimes wrong.  Thus, experimentation is key! 

Please start with that how-to article I noted above.  Using example issues, one may learn the supported smart values / custom fields, and their underlying structure...such as type, list / single value, attributes, etc.  These are different for different product (i.e., Jira, JPD, Confluence, JSM, etc.) and project (i.e., company-managed, team-managed, etc.) types, and so try different issues to learn more.

My hope is, one day in the future, the documentation pages will become dynamically generated such that release changes to the built-in fields / code automagically update the docs.  Until then, "try things to see what works".

[Nickolas Fistopoulos]

Ahhh, OK, I see.

Thanks for the thorough explanation, this makes sense.

I will leverage the article you noted, this is super useful.

Again, I appreciate your time and assistance.

Take care!