We are working with Jira Service Management, and for reporting reasons we need to identify the country of origin of every incoming ticket, and then be able to create a dashboard with that info.
How can we solve this?
Thanks.
@Mario Tobar -
In my opinion/experience is for you to create a custom field (single select dropdown list) to populate/capture the country of origin on ticket creation. By default in JSM, since issues can be created via email submissions and via Portal UI, it is very difficult to associate the customers country of origin to his/her account.
Hope this makes sense.
Best, Joseph Chung Yin
Jira/JSM Functional Lead, Global Infrastructure Applications Team
Viasat Inc.
Thanks Joseph!
We can indeed create the custom field, but this info should come along with the user (informer) of the ticket in question, since we have managed account and federated domain,
thanks again!
How are you detecting which country the user is in?
Since your customer (informer) can assist your identification of country of origin when issue is created, then you can setup Automation for Jira rule to tag your issues appropriately with the country information. Maybe you don't even need a custom field, but just use "Labels" or other existing fields for the metadata tagging.
Best, Joseph
"Labels" is a tricky field because it is a cross-project field and case-sensitive. It can be messy after a short time.
@Mario Tobar I highly recommend you create a separate custom field to collect this data. Thanks to this, you'll be able to use it in automation, JQL, filters, and dashboards - in every place in Jira. In the future, maybe you'll be interested in using Forms and changing the form depending on the country. So try to look at this topic wider: why you need this data, how to want to use it, for whom it's collected, etc.
Best regards,
Kate
Appsvio | Atlassian Community Leader
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