Fill out a custom field based on a reporters domain name (large number of domains)

[Ben Gallimore]

Hey there, guys.

I have a question for you all about a problem I am facing.  I am trying to find a way to assign a value to a custom field based on a reporter's email address.

Using the excellent community posts, I have been able to do this, but I am hitting the 65-component limit in automation, and I suspect that if I use a lookup table, I may well be hitting the 20-entry limit too (unless someone has a trick way of nesting them)

So here is the problem.

I have a JSM Project for an application that my company supports and we currently have 67 customers for that application. Each customer email the JSM Project using their company's domain names (we are restricting the domains able to log tickets in JSM using an allow list with those domains).  However, I need to set a field for the name of the customer and a second field with their customer number, and I would like to set these values when the ticket is created.

My initial testing went fine, as I was only using 5 customers. I had two rules:

Rule 1: Sets the customer name using the on create trigger, looking at the reporter's email domain and setting the customer name field accordingly.

Rule 2: Sets the customer number using the field updated trigger and set the value based on the customer name.

This was awesome.  Unfortunately, as I mentioned earlier, when I set the rest of the customer values up, I hit the 65 component limit.

Has anyone come up with a way to do this? I would prefer not to install 3rd party solutions but if I need to then I will look at them.

Cheers

Ben

[Paul Wiggers · Accepted solution]

Hello @Ben Gallimore 

Interesting question!

One solution that pops us, is using Assets to hold your customer information. Then use an automation to lookup the correct asset based on the domain and get the information that you want from the Asset object fields. This will limit the components in your automation, and reduces the amount of edits you need to perform.

Assets will also allow you to keep the customer company and assign one or more employees to that company by using relations.

It certainly is worth a try. Is this something that you can figure out on your own, or would you like me to provide a bit more information? In case of the latter, I will have to get back to you either later today or tomorrow.

[Ben Gallimore]

Hey there @Paul Wiggers 

I was looking at something similar using Organizations and Organizational fields, but assets sounds like a good option.

If you have pointers, it would be appreciated, but I will have a crack at it over the next day or so.

[Paul Wiggers]

Here are a few pointers that you can modify as you see fit

First, you need an Assets Schema. We use quite a simple one

You can fill in the information that you need by creating additional Attributes, including relations to other object types.

Then you can create/modify an automation to run when you want. Use the "Lookup objects" component with a correct query to get the Asset object that you want.

For example:

objectType = Employees and "e-mail address" = {{reporter.emailAddress}

Then you can use the lookupObject to fill in the issue fields.

Use the Edit issue fields component in the automation and fill in the required fields with the information.

For example:

{{lookupObjects.Name}}

and/or if you want to use linked object attributes

{{lookupObjects.Company.CompanyName}} 

Your automation can look something like this

This should give you a ballpark idea of what to do.

Please let me know if this works for you and if you run into any problems.

[Ben Gallimore]

@Paul Wiggers thats awesome, I am looking at it right now, will update with any feedback for future readers.

Thanks a lot for the direction

[Ben Gallimore]

@Paul Wiggers thanks for the guidance.  Sorry, it took me a long time to get back to this one. 

The details above surely put me on the right path.  However, my path was blocked slightly as I tried to use the Organization Name as the field to link the ticket to the asset Objects.

I found out in the last 24 hours (by accident, as I was looking for an answer to another issue and stumbled across this "feature"), that the Organization Name does not work with Asset lookups in automations.  

So to resolve this, I created an Automation to update a new custom field (ORG_Name) with the Organization Name info, and then I used this new custom field to link the ticket to the asset objects and was able to do lookups and fill out custom fields for all the attributes needed in the ticket.

Once again thanks for the nudge in the right direction.

[Paul Wiggers]

I am not quite sure what you mean with the lookup but glad to hear that you have resolved the problem!

Can you post screenshots of your solution?