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.