Automation: How to automate field value for Organization field

[Denise Ellis]

We would like for the Organization field to auto-set the value, so that our internal service desk no longer need to manual complete when they raising or triage a ticket.

Currently how we work there are three scenarios for service desk tickets:

1) Client users raise a service desk ticket - all users have same domain

2) Client users raise a service desk ticket - users have different domain

3) Our internal service desk agents raise ticket on behalf of 1) or 2)

I'm looking for ideas on how to achieve keep all three scenarios in mind.

I have tried:

Automation rule - Set Organization based on user domain, however this is only useful for scenario 1

Any guidance or thoughts on how we might be able to achieve greatly appreciated 

[Florian Bonniec · Accepted solution]

Hi @Denise Ellis 

You can try to manage that with groups. Doing a User Condition base on group to set organization.

Regards

[Denise Ellis]

Hi Florian,

Thank you will try this approach. Initially, in my Cloud sandbox I couldn't see my Organizations in the drop-down list. Turns out it there was delay after I created the organizations to when it pop ups as an option to select in automation. They are now showing so I can definitely try out user conditions based on group or other fields like you've suggested.

[Paul Heath Armengol]

@Florian Bonniec You can't manage customers with groups can you?

[Florian Bonniec]

Hi @Paul Heath Armengol 

In a simple way no, what I did in the past was to crete listener using scriptrunner to listen on group event in order to update organization accordingly.

https://docs.atlassian.com/jira-servicedesk/REST/3.6.2/#servicedeskapi/organization-addUsersToOrganization

Regards