nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

When creating queue by Organization other customers are appearing

michelle_y3spqq

I'm creating a queue for Customer A

I just want all tickets from Organization A (regardless of status) in the queue

I have the filters set at: reporter in organizationMembers(A) AND resolution = Unresolved OR resolution = Done

However when I save the queue it includes 2 Customers from Organization B

I have created a separate organization for B and can confirm both Customers are in Organization B via the Customers page

I have Organization as a column header, about half the tickets have an A in the Organization field despite me being able to confirm all the Customers with open tickets are correctly in A (and only A). The Customers in Organization B are also blank.

What am I missing?

Accepted answers

All comments

Angélica Luz

Hello Michelle,

Welcome to Atlassian Community!

The organizationMembers shows all tickets created by the customers from the org, regardless if it was shared or not and regardless of the org, actually.

There is a feature suggesting that this option filter only tickets from a specific org:

When clicking on "View open" or "View closed" it returns tickets shared with other organizations

In this case, if all tickets are shared with the organization, the best option is to use Organizations = "Organization A".

Regards,
Angélica

michelle_y3spqq

Thanks for a response Angelica!

Why would customers from two separate organizations appear in the organizationMembers filter at all? All customers from company A are in organization A and all customers from company B are in organization B, there is 0 overlap.

I also don't understand what you mean by shared or not and regardless of the org?

I also originally had Organizations = "Organization A" but it was only displaying about a third of the tickets (not by date or resolution) that I know exist, even when that was the entire filter and no other filters were in place.

I want a comprehensive view of an organization's status, not to have to create two queues, one for open and one for closed. If I have the comprehensive view I can simply sort by status and see the open tickets.

Angélica Luz

When we search for the reporter in an organization, it will show all the results from that reporter. On the example below, the organization has only one member, so you can see on the Organization's column that it will show tickets created as private and others shared with organizations:

Screen Shot 2020-04-14 at 09.39.47.png

This other example shows tickets filtered by the organization and it will show only tickets that were shared with the organization:

Screen Shot 2020-04-14 at 09.42.29.png

I also don't understand what you mean by shared or not and regardless of the org?

When a customer is added to an organization they will have the option to share the ticket with the organization when creating a ticket. So instead of adding many participants, they can share with everyone on the same org at once.

For more details about the organizations and the JQL, please check the documentation below:

Group customers in organizations

michelle_y3spqq

So if I have the filter "Organizations = A" and it's including people from Organization B that's a bug? (Please answer this question first and foremost, the rest is secondary to my true concern which is being able to create a queue that I can share with only 1 organization)

As for the sharing, is there a way to turn that off? I don't want a rogue user to be able to send their team members in different business units or regions their support ticket, with our product it's likely not relevant and I worry the other users will block emails from Jira Service Desk.

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

cloud

jira-service-desk