(Cloud) How to add 'status' field for a specific customer to show their 'active' status?

Question

Not all of our customers pay our support subscription fees and as such we need to add a field that checks the customer and if the customer belongs to a specific organisation show 'active' or 'inactive' depending on whether or not they have an active support subscription.

This should be on the main screen of our support desk so that our agents can see if the customer is paying for support.

Is this kind of thing possible in Jira Service Desk Cloud? And if so, how would I go about implementing something like this?

I have tried using automation on the project but can't seem to find any combination that could do what we're after.

Any help would be greatly appreciated,

Thank you.

Jack Brickey · Answer

Assuming you have a custom filed called say “Customer Status” (active or inactive” and you can solve how that field is set thru automation then you could simply change your queues to show all issues from “inactive” customers in one queue and all active customer issues in separate queues.

Hernan Halabi - Elite IT Consulting Group · Answer

I'm not sure how to achieve this as you desire but what I would do instead is develop a simple app (or train someone to do it manually) that when the subscription is paid the organization is added to the project and removed as the subscription is expired. That way agents know that if they received a ticket is because is a valid customer.

BTW the project wouldn't be open to everyone in order to make this work