How can we restrict subscription field options based on the requester's Organization in Jira Service

[Juan Apollonio]

Hi Jira Support,

We're trying to implement subscription-based ticket classification in Jira Service Management Cloud and would like to understand whether there's a native solution for our use case.

Our setup is as follows:

• Customers are organized using JSM Organizations.

• Most customers have a single subscription, but some customers have multiple subscriptions.

• When users from a multi-subscription customer create a ticket, we need them to select which subscription the request relates to.

• The selected subscription will then be used by automation rules for routing, labeling, reporting, and SLA management.

Our key requirements are:

1. Users should only see the subscriptions that belong to their own organization.

2. Users must not be able to see subscription names belonging to other customers.

3. The subscription field should ideally be mandatory only for customers with multiple subscriptions.

4. We want to avoid creating and maintaining duplicate Request Types for each customer or subscription.

Is there any native Jira Service Management Cloud capability that allows:

• Showing or hiding fields based on the requester's Organization?

• Filtering dropdown field options based on the requester's Organization?

• Making fields conditionally required based on the requester's Organization?

If not, is there a recommended Atlassian-supported approach for this scenario that scales across many customers and subscriptions?

Thank you for your guidance.

[Trudy Claspill]

Hello @Juan Apollonio 

Welcome to the Atlassian community!

First, be aware that this is not the path for contacting Atlassian Support. Here we are a user community, populated mostly by users, partners, and vendors that work with the Atlassian products. We are voluntarily helping others by answering questions.

Regarding your questions:

Currently conditional management of fields is available only with Forms and those forms cannot currently directly access the information about the Organization to which a user belongs.

There are vendor apps that provide that sort of functionality for software spaces, but they have not yet released the same functionality for use in the customer portal for Requests. If you want to keep an eye on those apps to see if the functionality becomes available in the future, two to watch are Behaviours - Scriptrunner for Jira Cloud (refer to supported products)and Live Fields for Jira Cloud (refer to limitations).

What you might consider investigating is the use of Assets to associate "customers" with "organizations" and "organizations" with "subscriptions". You could then present the custom asset object field for Subscriptions in the Request view in the customer portal, setting up the field up to filter the Subscriptions based on the Organizations associated with the customer.

[Trudy Claspill]

Here are some links to courses concerning Assets.

https://community.atlassian.com/learning/catalog?product=Jira+Service+Management&search=assets

And documentation:

https://www.atlassian.com/software/jira/service-management/product-guide/tips-and-tricks/assets-cloud-get-started#1-access-assets

https://support.atlassian.com/assets/docs/manage-your-assets-and-configuration-items-with-assets/