Is there a way to categorize Jira Service Desk customers based on eligibility for service?

[Rob Horan]

Assume for the moment you provide services to multiple customers from different organizations.  These customers submit requests via your JSD portal.  Their ability to get support depends on whether or not their service contract is active.  Is there any way for an agent to see, without having to perform a manual lookup, whether or not a customer is eligible for service? 

For example, is there a way to put in an organization's expiration date so that when an agent looks at a request they see the organization's contract status on screen, or some other indicator?

[Jack Brickey]

Hi Rob,

there are similar threads where I discussed customers purchasing hours of support. I think for this case I might try to achieve your goal using automation (not OOTB) so that when an issue is created it will transition it automatically to a status of say "Support Expired". You would need a custom date field "Support Expiration". Someone would need to set the date at some point.

[Rob Horan]

Hi Jack,

The link you posted is not working:

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I appreciate the automation idea, but what will the rule be based on?  And, if the rule can transition the issue it can also set a field value, right?

The key is the trigger - how will the rule know when it should be executed?   Is there a way to extract the organization from the customer's info and then perform some lookup to determine whether or not thy can still get service, and use that to trigger the rule? 

That's what I'm after.  Thanks!

[Jack Brickey]

sorry, try again....

The rule would trigger based by comparing the create date against the Support Expiration date. If there is not expiration date then it would be assumed that there isn't an expiration. The expiration date would need to be set by someone or something. You might be able to use a condition based upon customer's domain or Organization if you are using that feature.

[Rob Horan]

That's the part I need help with then :)  Any thoughts on how to set support expiration dates based on domain or organization?

Sorry, it just seems like such a basic use case that is not being met.