Can Jira service service desk categorize tickets by division, then by subdivision?

Mat Rudd

Think of a business with 3 division, and each division has 4 different locations.  Trying to figure out if I could categorize ticket so I could see all open/ closed tickets for a division, or by a subdivision?  Seems to be one big group right now but I'm also new to the product.

Greg Warner

Hi,

We do this. We have fields for business unit, line of business and location.

We then have queues set up for each of these. Queues are simply search filters.

To automate it we use the nFeed plugin to retrieve the user's details (business unit, line of business, location) from a SQL database.