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Suggestion
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Resolution: Unresolved
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None
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50
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33
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Summary
The organization detail fields and customer detail fields are a great addition to customer service management. However, these fields can only be used in JQLs at this moment.
What is required
It would be great if we could use these fields directly in the automation rules as smart values and in Queue Columns as fields. This can be used in multiple use cases, I have shared an example below:
- Organization A has region EMEA, Organization B has region AMER and so on
- Organization A has the currency EUR, Organization B has the currency USD and so on
- Create an automation rule to automatically update the custom fields Organization Region and currency using smart values.
- Create a Queue to show the customer details fields as columns.
Workaround
At this moment, we need to use multiple IF/ELSE blocks in the automation rule to achieve the use case. This can be very hard to achieve when there are many organizations in the project.
- relates to
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- Gathering Interest
[JSDCLOUD-13433] Make 'Organization detail fields' and 'Customer detail fields' accessible in Automation Rules, REST API and Queue Columns
Please can we get this feature soon. Having the ability to store Organisations and customer, custom values is a really good thing, but limiting the use to JQL only really reduces their actual use. I would like to use automation rules to set values in my JSM issues from custom fields held against the Organisation.
I'd also love to be able to create variables based on fields in the Customer Details.
As a temporary work around, JQL could be used in Condition checks
Example based on https://support.atlassian.com/jira-service-management-cloud/docs/create-queues-based-on-customer-details/
To filter for a certain customer detail "Language", one could use the JQL-statement
reporter in customerDetail("Language", "EN")
https://getsupport.atlassian.com/browse/CHAT-86549