Jira Service Desk: I would like to add a custom field or somehow flag an organization

Sue Webber_9rrbax

On the Jira Service Desk Organizations screen I want to be able to add a custom field in order to flag non paying clients. The purpose of this is when a call is logged an email can be sent back to client letting them know their issue will not be attended to until the account is brought up to date.

So I can use automation to check for the flag and either send the we have your issue message or you need to pay message.

 

 

Any help please?

 

Jack Brickey

Here is what I am thinking and suggest you try. 

1. I assume you are saying that if the organization has not paid their bill then all customers in the org will not be serviced
2. I think you could use the Automation for Jira addon and when a ticket comes in from the domain associated with the payment issues then the ticket can be transitioned to a new status “overdue” (or whatever) that will a) notify customer and b) pause any sla.

I don’t think you can do this out of the box automatically but if you want to do manually then you could simply have agents transition manually. But the question you need to answer/solve is how is the org flagged as overdue. The Automation for Jira has a free version that gives you 300 automations per month.