When someone enters a ticket on the portal they will need to select the organization

[Alyson Runo]

Hello,

Within my large organization we are testing out the capabilities for Jira Service Desk.  We would like to make it mandatory for a ticket to be created that the user selects the department in which they work.  This will allow our management to see metrics on which department is using the portal, and how many tickets they raise in a month.

I notice that you can set up organizations, however we have 40,000 employees and this is not sustainable to set all of those up and maintain emails.

My final ask is that we keep the service desk on lock down.  Only the ticket creator and added watchers can view the ticket.

Thank you,

Alyson Runo

[Jack Brickey · Accepted solution]

You can certainly create a department custom field using a select option (drop down). With 40k employees I’m guessing this would result in a long drop down. You might consider a cascading field so you could group functional groups in the first field and the second would be department numbers based upon the functional group selected, e.g. HR: 100,101,102....; Engineering: 300, 301...

if you want to restrict sharing then simply don’t use Organization feature at all.

[Alyson Runo]

Thank you!  I was able to narrow it down to 15 major departments.  If a cascading field is needed/wanted I will try it.

[Susan Hauth _Jira Queen_ · Accepted solution]

Hi Alyson,

We maintain a property on our users ("Office") and then when they create a request in the post workflow function we copy that Office Property to field Office.  So we always can track what offices are raising what issues.

Cheers,

Susan

[Alyson Runo]

That option definitely seems reasonable.  However, I believe that we are going to have to turn our email function off for our workflows that we have in place currently.