Overview of requests in organization

Question

Hi community

Hope anyone can help me :-)

We are a small software company who just started using JSM with the customer service setup.

As it is now our clients report bugs and other requests by email or phone. We then add them manually to JSM. See an example in the first picture attached, where I created a bug request and added it to the organization "Example Organization".

And now to my question: Why don't I see this request when I enter the organization page for this company? As you can see in the second picture the request box is empty within this organization even though there is more requests created and added to this specific organization.

Zoey Wang · Answer

@Ann Christina Rindom Sørensen further questions on that?

Zoey Wang · Answer

Hi @Ann Christina Rindom Sørensen

With "SUP-1", you mentioned that should not belong to the Example Org but still be listed under it. That is due to its Reporter / Customer belonging to the Org, thus all the tickets raised by the Customers will be reflected in this view.

"With organizations in Jira Service Management, you can save time by not having to add the same customers to multiple service projects. " Organizations is to help you manage customers - that is the key to understand.

To fix the problem, set up different user representatives for separate organizations and raise corresponding tickets. You will be able to view the tickets under the associated org.

Any questions let us know.

Ann Christina Rindom Sørensen · Answer

Hi Zoey

Thanks for your answer.

I followed your advice and added the reporter (me) as a customer.

Now I can see the requests in the Organization page.. Unfortunately it is all requests created by me as a reporter, I now see on this Organization page, and not only the requests related to this specific Organization. In the picture below the request "SUP-1" is not realted to the Example Organization.

Since all tickets/bugs are added to JSM manually by our employees, there will (as it is now) never be any external customers.

Isn't it possible to get an overview of all requests related to a specific organization, when the requests is created/reported by us as users of JSM?