How to update the Organization custom field in JSM based on the reporter's organization?

[Ivan Bilobrk]

Hi everyone,

I’m working in Jira Service Management and need help with automatically updating the "Organization" custom field in requests. Specifically, I would like to have this field populated or updated based on which organization the reporter (the user raising the request) belongs to.

Is there a way to set this up, either through automation, custom scripts, or any native features within Jira Service Management? I’d appreciate any guidance, examples, or best practices on how to achieve this functionality.

Thanks in advance for your help!

[Ivan Bilobrk]

Hi everyone,

I recently ran into a challenge in Jira Service Management where I needed to automatically update the "Organization" custom field based on the reporter's organization.

Note that we are using an Organization custom field which is a Select List (single choice) and whose selection values ​​are automatically synchronized with the JSM organizations. So for this field we have values ​​that are identical to the names of organizations from JSM. We use this field to get around certain dilemmas and problems with using the standard Jira Organizations field.

I was able to solve this by creating an automation rule. The rule is designed to run when an issue is created, check if the issue reporter is a customer, retrieve the reporter's organization information using a web request, and then update the custom field accordingly.

Here's how to set it up:

1. Add the trigger you want.
2. Add the conditions you want (if necessary).
3. Add the Send web request action as in the picture.

In Web request replace <YOUR INSTANCE> with your cloud instance, and <SERVICEDESK ID > with the ID of your service desk project.

https://<YOUR INSTANCE>/rest/servicedeskapi/servicedesk/<SERVICEDESK ID>/organization?accountId={{issue.reporter.accountId}}

4. Add the Edit Issue action as shown in the image.

I hope this is helpful to someone.

[jd_santos]

Can I ask how you're automatically synchronizing your custom field selections with Jira Organizations? Is this a separate API process that keeps these in sync, or does this Automation create the new field selections as needed?

[Ivan Bilobrk]

@jd_santos 

To sync custom field values ​​with Jira Organizations I use https://marketplace.atlassian.com/apps/1219994/external-data-for-jira-fields?tab=overview&hosting=cloud

[Susan Waldrip]

Hi @Ivan Bilobrk , I recently did this by creating a custom field called 'Org' and creating the following rule:

We only have two organizations right now that are differentiated by their email domains, so the two "blanked-out" domains are like "@acme1.com" and "@acme2.com". In each of the "Then:" action statements, you'd select the organization name to populate the Org field with. Hope that helps!

[Jared Figdor]

Im having a similar issue to Ivan at the moment where I want the items in a dropdown to be populated based on the users organization so that when a user goes submits a ticket, the contents of the dropdown that they see is dependent on which organization they are under. In this example you give, does using the trigger "when issue created", triggered when the user submits the request form or is it being triggered when they initially open the form on the portal? I want to be able to change the dropdowns contents when the form initially loads. Thank you!

[Ivan Bilobrk]

@Susan Waldrip Thank you very much for your answer and suggestion, but I needed something a little more complicated. ;) I described the solution in my answer, I hope it might be useful for you too.

[Susan Waldrip]

No worries, @Ivan Bilobrk , thanks for the response and good luck!