Why doesn't information added to an Organization reflect in all tickets?

Question

Hi all,

I've always worked in TopDesk ITSM and this is the first time I work with Jira. Naturally I've been reading some documentation and checking how it all works. The company i work for has asked me to add some SLA information to each Organization, so I did.

However, if you then open any ticket of that organization, be it from the past or fresh ones the information is not there.

What I've done is the following:

- Checked my permissions: I have a " browse projects" permission (i am not an administrator. I have a Service Desk team role. I do have the ability to add myself to Administrators though, which i find interesting to say the least. Kinda confused

- Checked if i did what documentations asked in order to use the feature, which is: " turn on Customer service management on the Features page in Project settings." It was already on.

So...uhm...help?

Berik Irgebayev · Answer

Hi @Marc -Devoteam- ,

Thank you for taking the time to respond to my question.

So to be perfectly clear, SLA type I filled in the Organization information page will not be shown in any ticket that same organization raises? So, every time an organization raises a ticket, and agents categorize it, we also have to manually type in the contract type (so silver, gold, platinum etc) per ticket while the customer is still the same and all their tickets fall under the same contract... I find that pretty strange and inefficient.

If you have better solution for this, I would greatly appreciate it.

Thanks again

Marc -Devoteam- · Answer

HI @Berik Irgebayev

I think you have misunderstood the SLA usage in JSM.

In you first screenshot I see your SLA, SLA's trigger based on their JQL search

The fields you add to an organisation like SLA Type don't relate to any information on the system. They are just for informational usage within an organisation. these fields can't be used in any other part of Jira.

The SLA package field you made has no relation to the details field that you made in the organisation.

SLA's trigger based on criteria set in an issue, not based on information provided in detail fields created in an organisation

Berik Irgebayev · Answer

by the way, i see now what you mean by how SLAs were set up, i didn't mean actual SLAs, but SLA type, as in what type of contract a customer has, so that when agents open an incident, the right side of that incident shows all the relevant information (SLA type, Third parties, phone nr etc...). Depending on that SLA type/package we can evaluate whether or not to charge the customer or whether it is part of their premium contract (Gold, silver, platinum etc)