How to route requests to specific service project via automation?

[Ingo Wenke]

We have 2 JSM projects:

• one is public for general requests, listen to public@....
• the second is a closed shop for registered users only, listen to internal@...

If all works fine, all registered users sending requests by mail, only using the internal@... mail.

But, life is different. Registered users using both mails.

While we have 2 different teams, to manage the requests, we have to manually move the issues to the closed shop JSM project. And we have different processes and KBs in those portals, so we ca not mix it up.

Is it possible to implement an automation rule to perform that move with a user-check?

I know, "move" does not exist in automation (see https://support.atlassian.com/cloud-automation/docs/move-an-issue-to-another-project-using-automation/), so clone and delete would be fine,

BUT

we have to check first, if the reporter is a known customer in the closed shop JSM project.

The rule should be like this:

Pre-Condition: Issue was created in Project "Public" 

1. Check if reporter already exist in portal "closed shop"
   1. If user exist, then
      1. Clone issue from public JSM to closed shop JSM
      2. delete issue in public JSM
      3. Add comment to closed shop issue like "hey, we've got your request, please use internal@... for all your request..."
   2. else do nothing (maybe an comment to the agents)

Clone, delete, comment --> that's fine, but how can we perform the check if the user exists in another portal?

Regards

Ingo

[John Funk]

Ingo,

One option would be to create a Group and place the Closed Shop users in there. Then do a check to see if the currentUser() is a member of that group. 

[Ingo Wenke]

Hi John,

thank you for this approach. As a workaround it's ok.

Due to access rights and user roles, an service agent can add customers to his portal, but not able to edit Atlassian user groups.

[John Funk]

You might could add a Condition for the automation rule to check if the Reporter is in the Customers project role like below:

[Ingo Wenke]

Hi John, 

the user condition does not work in this case. It's not enough to know IF the Reporter is a Service Desk Customer. We need to know If the User is a Service Desk Customer in a specific JSM project.

[John Funk]

So can't you just a condition for Project = ABC?

[Ingo Wenke]

That's the feature I'm looking for - but not found.

[John Funk]

You can't add another Condition? 

Can you share the actual rule that you have? 

[Ingo Wenke]

Hi John,

don't get me wrong. It's not about a condition if project=x.

It's about the condition that the rule was triggered by an Issue of project A and the condition has to check if the reporter ist customer in project X. This is not supported by automation. I can add a condition "IF project =X then..". In this case, the rule checks against project A, not X.

[John Funk]

So the rule runs against multiple projects? 

[Ingo Wenke]

yes, for clarification, I've added the precondition: Issue was created in Project "Public" 

[John Funk]

So that being the case, if it is only Project "Public"  then the rule will only look at project roles on that project.