Change a field on a ticket depending of the user

[Adrian Criado]

Hi i need help with this:

I have a generic project with some users, each user is from a different company and i need that when User1 opens a ticket in the ticket there's a field with the Company1 name, when the Client2 opens the same ticket there's a field with the Company2 name... etc etc

Users might be 4 today and tomorrow 10 and they will open the same ticket with the same fields except the company field.

Thanks.

[Olga Videc · Accepted solution]

Hello @Adrian Criado 

You can use automation for that, but the field will be changed after creation based on automation rules. Field can't be auto-filled when the user/customer is creating the issue.

But if you need to organize tickets by companies, have you tried organizations? You add users/customers to the organization they can view each other's requests, and you can filter tickets based on the organization, you can add an automation rule to add a component based on the organization.

Organization documentation

https://support.atlassian.com/jira-service-management-cloud/docs/group-customers-into-organizations/

BR, Olga

[Adrian Criado]

Hi, I finally solved my doubt with your answer, I used Automation for Jira to edit a hidden field with the names of the companies so that depending on the user who opens the ticket a rule applies the name that i want to the field.

Thanks for the advice!! :)

[Jack Brickey]

You need some form of scripting or automation, e.g. Scriptrunner, Automation for Jira, Power Scripts, etc. something to inspect he user’s email when issue created I suspect would be the approach.

[Adrian Criado]

Hi!

I finally used Automation for Jira to edit a hidden field with the names of the companies depending of the user who opens the ticket. Thanks!

[Jack Brickey]

Glad I could assist.