How do I capture information for multiple customers within a single support project?

[Harold Vickers]

For an instance of Service Desk, I want to manage multiple customers within a single project. Specifically, I want to

• Allow a customer to log in to the portal or send an email to a support project and capture customer-specific information such as company name. This will allow me to create queues and/or report on metrics across customers. The customer should not have to pick their name from a drop down as this list would be considered proprietary information.
• Ensure that customers can only see their own issues or issues within their own organizations.
• The customer-specific information should be visible on an issue screen

Thanks!

-Harold

[Miten Patel]

I have created a Python script that downloads all customers, and then it highlight customers who are added to multiple projects. 

[Victor Mutambuki]

Harold,

To manage many customers within a project, you use Organization.

The link has all the information that you'll need.

Victor

[Jack Brickey]

I'm not sure I'm following but have you looked into Organization feature? If you create Organizations for each company and place your users into their respective Organization then you can create queues based upon the Organizations.

[Harold Vickers]

Hello Jack - Thank you so much for your reply. That's exactly what I was trying. I'll let you know how that goes.

[Jack Brickey]

great. I will say that managing organizations can be painful as you have to make it a habit to add users to the right org as soon as they are added. I really wish JSD would support organizations based upon domain. Eventually I suspect they will.

[Harold Vickers]

Is there any way to prevent the customer from removing the organization on the portal?

[Jack Brickey]

The customer cannot "remove the organization". What they can do is to "share" a ticket w/ someone in their organization and they can subsequently remove them from the participant list.

[Harold Vickers]

They cannot remove the organization from the database, but they are able to remove it from the view for the incident on the portal. This propagated to the agent's view. It seems that this is related to "Restrict Remove Organization"

[Jack Brickey]

thanks for sharing. I have not seen this before and TBH not sure where this action is actually performed. I took a quick look at my portal and did not see where this can be done.

[Harold Vickers]

Hello Jack -

In the following screen shot from the customer portal, you can see the "Remove" option on the lower right:

[Harold Vickers]

Looks like there is another Jira issue here "As an administrator, I would like to remove customer ability from removing organization from a request"

Is it possible to copy the organization value into another field that would be visible to the Agent or anyone viewing the issue on the support side?

[Jack Brickey]

Yes. You can add a post function to the create transition (or any transition) of type Copy Value from Field.