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Summary
Jira Service Desk supports grouping customers into organisations, an organisation can then be assigned to an issue allowing the members of the organisation to interact with the issue. Organisations in Jira Service Desk can be created on a per-project basis, an organisation may also span across multiple projects. JEMH is capable of setting a default organisation for a created issue either by statically defining a desired organisation, or logically by defining a Velocity script which can be used to determine the desired organisation for a created issue. JEMH can also update an existing organisation value on an issue.
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JEMH is currently only capable of setting a single organisation during issue creation and update, this is a limitation of the Jira API and there is no workaround at this time. See JSDSERVER-5483 for more information. |
Define a default organisation via JEMH Custom Field Defaults
JEMH can supply default values for issue custom fields during issue creation or issue comment. Custom field defaults are configurable within JEMH Project Mappings, see Use Custom Field Defaults /wiki/spaces/JEMH/pages/143491123 for documentation regarding this feature.
Set a static organisation via Custom Field Defaults
- Browse to an existing Project Mapping within a JEMH profile and scroll down to the Custom Field Defaults section
- Press New Custom Field Default to create a new custom field default, then press Edit on the newly created custom field default
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The result of the above configuration will be that any issue created or commented on via JEMH will have its organisation set to the name defined in the custom field default configuration.
Set a dynamic organisation based on the domain of the email sender
In some cases it may be desirable to automatically create issues from senders of a specific domain with a specific organisation. JEMH Custom Field Default values can be dynamically generated via Velocity scripts. Using a velocity script it is possible to extract the sender address of an incoming email and then use the domain of the address to define an organisation value. For more information on the Velocity template scripting language, see the User Guide.
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JEMH can update issue custom fields based on the content of an incoming email, this can be achieved via JEMH Field Processors which can parse JEMH Directives to update custom field values. An organisation can be set via the Organisations JEMH Directive.
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