Customer Service Management - use organization-detail-field-values in a rule - how to

[dahu]

Hello,

because Crumbs retires, i have a look at customer service management of JSM.

I used organization-field-values from crumbs in rules. it was easy because there were fields I was able access like Customer.Customer size etc.

Now I have the organization with an organization-detail-field in customer servie management like "Unternehmensgroesse".

How can I access the value of the field in a rule in an if-clause to make for e.g. a comparison like "if organization-detail-field.Unternehmensgroesse == Large ..."

Would be great if somebody could help, thank you very much!

[Bruna Silva · Accepted solution]

Hello @dahu,

Thank you for reaching out to Atlassian Community!

Currently, the Organization details can be accessed through JQL, so you can use them in the JQL condition in your automation rule. You can see more details about this case in the document below:

• JQL functions

However, in some functionalities under the automation rule, it's not possible to use them. In these cases, we have a feature request asking for this ability:

• Allow 'Organization detail fields' and 'customer detail fields' to be used in Automation rules

Please, click on "Vote for this issue" and also watch to receive updates about the ticket.

If you have any other questions regarding this matter, please let us know.

[dahu]

Hello @Bruna Silva ,

thank you for your response!

But the available JQL functions do not help me in this case. 

The issue, I think, would help when done.

But I need to replace CRUMBS till 31.12.24 an what if the ticket is not done in time?

I need a quick, different solution.

Is there any way to get or use the information in the organisation-detail-fields of "customer service management"?

Or can you recommend a different app like CRUMBS where I would be able to get or use organisation details in a rule?

I really would be happy for some help here, because time is running out, thank you very much!

[Bruna Silva]

Thanks for your reply, @dahu!

You can find our policy on how we prioritize feature and improvement requests on the following page:

• Implementation of New Features Policy

Unfortunately, we from the Atlassian Support Team will not be able to provide you with a specific add-on for your use case. This is mainly because we do not have enough product knowledge for third-party add-ons as they are developed and supported by their respective owners. Therefore, we kindly suggest visiting our marketplace, where you can explore a variety of options that might meet your specific requirements:

• Atlassian Marketplace

If you have any other questions regarding this matter, please let us know.

[dahu]

Hello @Bruna Silva ,

thank you for your answer, but that will not help me further.

If I understand it in the right way, the reason why Crumbs retires and no data-fields can be accessed is because Atlassian is shutting down External Assets platform.

So for me Atlassian is the reason for my troubles but does not give any help, I do not like this experience.

But to say this clear, it is not against you or your help for me, thank you for your help!!

Best Regards,

Daniel

[dahu]

this answer was deleted by me