How to create an automation rule that automatically shares tickets of a specific request type with an organization
Platform notice: Server and Data Center only. This article only applies to Atlassian products on the Server and Data Center platforms.
Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
By default, requests are shared with the organization they are a member of if the reporter only belongs to one organization.
However, by default, you are not able to automatically share a ticket of a specific request type with a predetermined Organization by adding the "Organizations" field to a request type since the "Organizations" custom field is not available to select.
Path: Project Settings > Request Types > "Edit fields" of the request type in question > Select "Add a field"
Automation for Jira rule to the rescue!
Environment
Jira Service Management with Automation for Jira installed (Bundled with JSM Data Center 5.0.0 and beyond)
Solution
Create an Automation rule that adds a specific organization to a specific request type when it is created.
- Navigate to Project Settings > Automation > "Create rule"
- Select "Issue created" as the trigger
- Select "New condition" > "Issue fields condition" > Customer Request Type = <select the desired request type>
- Select "New action" > "Edit issue" > Select the "Organizations" field and select the desired organization the request should be shared with.
- Name the automation rule and select "Turn it on"
Note: This solution is not retroactive and will only apply to tickets created after the rule is created.