Jira Service Desk Customer Hierarchy

Tyler_Marques

I'm trying to justify moving from our current service desk solution to Jira, but I'm having trouble understanding how the customers in SD work. 

 

It's important for us to have a hierarchy, so that we can have customers and organizations within organizations. For instance, a headquarter level organization would have divisions (which would have their own contacts), as well as some contacts that operated out of the HQ organization. Is this possible to create something like this in SD? Or at least be able to give HQ level contacts the ability to view issues created by contacts within their org? 

Brant Schroeder

Tyler

By default Jira only allows you to add users to an organization in Jira Service Desk. This means that you would not be able to do what you described above.  There is a plugin - https://marketplace.atlassian.com/apps/1212161/extension-for-jira-service-desk?hosting=datacenter&tab=overview that will allow you to sync Jira groups into a single organization.  It is still only adding users in the service desk to that organization but allows you to setup Jira groups in order to manage it as you discribed above.